Intelligence behind
every conversation
Customer service and support leaders are under
growing pressure to deliver faster, smarter, and more
efficient experiences, while also proving the value of
new technology investments.
Recent survey data from Gartner highlights this shift,
with 91% of leaders reporting increased executive
expectations to implement AI, signaling a clear push
toward AI-enabled transformation in 2026.
Vonage Intelligent Workspace is an AI-powered
intelligence interface that helps agents work smarter.
Just more effective conversations: from the very first
interaction.
Marcus R.
Customer Support Agent
CUSTOMER CONTEXT
Current Channel – Chat ➝ Transferred
Offer 10% credit for previous billing delay.
Customer has high lifetime value.
Avoid transfer — resolve in this session.
1min : 42sec
Handle Time
CES Score
The Challenge
Expectations are rising.
Systems remain fragmented.
Customers move seamlessly across channels. Most contact centers still don’t.
As a result, conversations often repeat before they progress.
The Complexity Paradox
As simple queries shift to self-service, Gartner predicts assisted
service interactions will become 30% more complex by 2026,
requiring agents to have better real-time tools to manage
“high-stakes” conversations.
The Integration Gap
Only 3% of contact centers report operating on a truly unified
platform. The average organization is currently struggling to
manage 3.9 different customer-facing technologies simultaneously.
WHY VONAGE INTELLIGENT WORKSPACE
A unified experience layer for
modern customer engagement
Vonage Intelligent Workspace supports agents in real-time by combining
history, tools, and AI guidance into one pane.
The Agentic Shift
Gartner predicts that 40% of enterprise applications will feature
task-specific AI agents by the end of 2026: a massive jump from less
than 5% in 2025. IWS is the bridge that brings this “Agentic AI”
directly into the agent’s workflow.
Business Impact
Deliver measurable improvements
Customers move seamlessly across channels. Most contact centers still don’t.
As a result, conversations often restart instead of progressing.
Organizations using Vonage Intelligent Workspace focus on the metrics that drive the bottom line:
Reduced Customer Effort
Gartner research shows that
Customer Effort Score (CES) is 40%
more accurate at predicting loyalty
than standard satisfaction (CSAT)
scores.
Lower Operational Costs
Seamless AI-human handoffs are
projected to help conversational AI
save $80 billion in contact center
labor costs globally by the end of
2026.
Reskilled Workforce
80% of organizations are currently planning
to expand human agent responsibilities,
moving them away from routine data entry
toward specialized “knowledge
management” roles.
The Loyalty Driver: 96% of customers who experience a “high-effort” interaction
(like repeating info or being transferred) become disloyal, compared to just 9% of those in
“low-effort” journeys.
Insight & Optimization
Gaining insight is only
the beginning
Real transformation happens when you continue to reflect, question, and engage with what you’ve uncovered.
That’s where Insight Lab comes in.
Insight Lab is a guided space where you can explore your shadow work more deeply: through live conversations, self-guided tools, and a supportive community.
Whether you prefer real-time discussion or quiet reflection, it gives you a place to process and grow at your own pace.
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