Sales Lagoon
Lost Luggage
Fraud Island
Sea Sick Shore
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Welcome to Sea Sick Shore
Taylor begins experiencing nausea and dizziness that keep him confined to his cabin. Fortunately, his primary care doctor at Promony Health has set up a patient experience that makes it simple to stay connected and receive care—even while traveling.
Begin the adventure
Where are we off to next?
Meet Taylor. After an amazing but exhausting week at Dreamforce, Taylor sets sail on a dream getaway with Stargazer Voyages Cruise Lines. As with any adventure, smooth sailing isn’t guaranteed. From Sales Lagoon and Lost Luggage Cove to Fraud Island and Sea Sick Shore, Taylor experiences how modern technology can transform customers challenges into moments of delight. Join Taylor on his journey.
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Taylor contacts Promony Health over WhatsApp to schedule a telehealth visit. For added security, Vonage Identity Insights validates his number—checking legitimacy and detecting SIM swaps to protect patient trust.
Simple Identity Verification
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Our new Identity Insights API empowers brands to create more personalized and protected customer journeys - all without friction. It harnesses real-time mobile network data to assess risk, prevent fraud, and increase conversions.
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Fraud guide
Once validated, Taylor is routed to a scheduling specialist using Salesforce Voice and BYOC for CCaaS.
Seamless Experiences
With Bring Your Own Channel (BYOC) for CCaaS, Promony Health unifies voice and digital channels in Salesforce’s omnichannel widget making it easy for patients to reach out across the channel of their choice.
Chat Transcript
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BYOC for CCaaS lets customers integrate an external messaging service into Salesforce. This ensures that everything stays within the agent omnichannel widget and that supervisors can view everything in one place.
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While Taylor is scheduling his same day telehealth appointment, the conversation transcript triggers real time tools like Next Best Action or Knowledge.
Intelligent Conversations
Our scheduling expert clicks into a Next Best Action which lets her know that there is an onboard pharmacy that Taylor will be able to use if he needs medicine.
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Once the appointment is scheduled, Taylor receives a WhatsApp reminder with all the details. He knows exactly when and how to join—making the telehealth experience seamless and stress-free.
Automated and Stress-Free
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Vonage Video API powers the telehealth visit, automatically transcribing the conversation and saving notes in the Promony Health Network app.
Unified Simplicity
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Video can elevate business experiences. The Vonage Video API fuels live interactive video into web, mobile, and desktop applications with AI-powered capabilities that deliver engaging connections in real-time.
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Back to Journey Map
After the appointment, Salesforce Health Cloud automatically sends Taylor a WhatsApp message to view the post-appointment summary from the Promony Health app. With Agentforce, Health Cloud, and Vonage Video API, Taylor is able to get highly compliant, convenient, and personalized care right from the comfort of his cabin.
Convenient, Personalized Experiences
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Welcome to Sales Lagoon
From a single QR code scan, Taylor’s cruise booking becomes a seamless, personalized journey powered by rich messaging and automation. Behind the scenes, Salesforce and Vonage equips agents with data-driven coaching to ensure efficient, engaging interactions that deliver results.
After Dreamforce, Taylor spots a Stargazer Voyages cruise offer at his hotel. A quick QR scan validates his mobile number with Vonage’s Identify Insights API and launches an RCS (Rich Communications Services) journey. Within minutes, Taylor browses trip packages and books his dream cruise.
Simple, Personalized Engagement
Ready to elevate how your business engages with customers? Rich Communication Services (RCS) adds images and interactivity into messages sent to customers’ mobile devices. It helps you create safe, reliable, and delightful conversations.
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Thanks to Salesforce automation, Taylor is instantly added to Vonage's Salesforce-embedded Connect dialer as a new Stargazer Voyages Contact Record, assigned to Travel Specialist Alex.
Efficient, Productive Workflows
Open dialer
Alex accesses the Vonage dialer directly from the Salesforce utility bar.
Start dialer
Start Alex’s preview dialer
Using Agentforce to create a personalized script, Alex delivers tailored recommendations that increase the chance of earning Taylor’s business. With the Salesforce-embedded dialer, he also has instant access to account history and context, enabling smarter conversations.
The Vonage Contact Center dialer, Connect, brings valuable automation to every sales call in Salesforce. Features like direct dialing from Salesforce, dynamic dial lists, personalized number presentation help agents have more meaningful conversations, which leads to improved efficiency.
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As a travel specialist earning through upgrades, Alex engages Taylor with the goal of enhancing his trip. Real-time transcription fuels Next Best Action, surfacing recommendations for dining, excursions, and exclusive experiences. Guided by these insights, Alex delivers tailored options that feel relevant and compelling, and Taylor—impressed by the personalization and early-booking discounts—quickly secures several upgrades.
Real-Time, Consistent Insights
Taylor ends the call excited about his upgrades and add-ons.
Smart, Outcome-Driven Conversations
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The conversation is instantly summarized, the sale is logged, and the dialer will advance to the next lead — keeping agents efficient.
Moments later, Taylor receives an automated RCS confirmation — extending engagement beyond booking.
After the call, Alex turns to Agentforce Sales Coach for real-time, coaching in Salesforce. Instead of ad hoc feedback, Alex gets consistent, data-driven guidance with tailored insights and practice scenarios — helping refine pitches and strengthen performance.
Next-Level Self-Coaching for Agents
Note: Visual sourced from Salesforce
Welcome to Lost Luggage Cove
Taylor sets sail with Stargazer Voyages, ready to enjoy a stress-free getaway. But after a port stop, he realizes he left his bag behind. Fortunately, Stargazer Voyages has a streamlined process to handle this exact situation. Let’s see how the right technology transforms a potential trip disruption into a simple fix with exemplary customer service.
Taylor easily connects to Stargazer Voyage Support through their mobile app.
Behind the scenes, the Stargazer Voyages app leverages Vonage Contact Center (VCC) to match Taylor's phone number to his existing Salesforce contact, confirming his VIP status and seamlessly routing the interaction to Agentforce
Fast, Effortless Support
To protect his account, Agentforce uses Vonage-powered Two-Factor Authentication (2FA), sending Taylor a code by email. Once entered, he’s instantly verified and can move forward with confidence.
Seamless Security
The Vonage Protection Suite is a comprehensive set of tools that make it easier to shield your business and customers from rising fraud attacks.
The Protection Suite
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Agentforce automates routine processes but brings in a human when customers need extra care. Because Vonage had identified that Taylor is a VIP, he’s connected with a real person for comfort and assurance.
Streamlined Communication
While on the call, real-time transcription empowers Agent Lawrence to focus fully on the customer instead of note-taking. For the business, this means better interactions, as well as more accurate records for compliance and follow-up.
Agent Lawrence needs to contact staff at the port, who use Microsoft Teams to communicate. Vonage bridges the gap between Salesforce and back office systems so Lawrence can quickly connect with the right person to help him locate and forward the bag to the next port of call.
Combining your contact center, unified communications, and Microsoft Teams solutions matters. Why? It helps your agents and subject matter experts quickly connect to resolve issues and deliver quality customer experiences.
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With the bag en route, Agentforce proactively sends Taylor an RCS message with a tracking link. By engaging customers proactively with RCS, Agentforce reduces the need for follow-up calls while still delivering excellent customer service.
Connected Convenience
But the engagement doesn’t end here. After Taylor’s issue is resolved, he’s invited to complete a post-call survey through Vonage Contact Center. His feedback flows directly into Salesforce Data Cloud, where CRM Analytics dashboards track Customer Satisfaction (CSAT) scores and survey progress in real time.
Problems Solved, Performance Enhanced
With Vonage data integrated into Salesforce, advanced reporting and analytics are only a dashboard away—giving Stargazer Voyages leaders actionable insights to improve agent performance, enhance experiences, and free up admins for high-value projects.
Welcome to Fraud Island
While shopping on the cruise, Taylor is disappointed when his card is blocked. He quickly opens the Trusted Bank Co app and calls the support team. With Vonage and Agentforce, the bank delivers prompt and convenient support—turning a blocked card into a positive experience that strengthens customer trust and loyalty.
Meet Taylor. After an amazing but exhausting week at Dreamforce, Taylor sets sail on a dream getaway with Stargazer Voyages Cruise Lines. As with any adventure, smooth sailing isn’t guaranteed. From Sales Lagoon and Lost Luggage Cove to Fraud Island and Sea Sick Shore, Taylor experiences how modern technology can transform customers’ biggest headaches into moments of delight. Join Taylor on his journey.
When Taylor calls in, Vonage Contact Center uses voice biometrics to authenticate him, making self-service more secure and simple. Now Agentforce can step in to help unblock Taylor’s card all without connecting to a human.
Convenient Self-Service
Disclaimer: Proof of concept demo only. Actual performance subject to change.
Before ending the call, Taylor requests a credit limit increase. Instead of holding, the request is routed to a Virtual Contact Center queue for a quick callback. When the call comes through, it’s branded with Trusted Bank Co’s logo and number via Vonage Branded Calling API—boosting trust, recognition, and security.
Trustworthy Branded Calling
Make customer conversations more secure and engaging by embedding voice calling into your mobile apps and website with the Vonage Voice API enabling Branded Calling. Why does it matter? Branded Calling makes connecting simple and more secure while showcasing your company name and logo for enhanced brand visibility and customer trust.
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Taylor’s call back is delivered to Alex, one of Trusted Bank Co’s Support Agents.
Effortless Personalization
Vonage Contact Center and Salesforce Voice use real-time transcription to trigger Next Best Action, giving agents instant insights and guidance to resolve issues quickly and personalize every interaction.
Real time transcription
Using Next Best Action, Alex is able to efficiently work through Taylor’s credit limit increase request.
Taylor is approved for a credit limit increase, giving him financial flexibility for his trip. The call is marked as resolved and an auto-generated summary helps Alex get this logged properly to Salesforce.
Integrating Vonage Premier for Salesforce Voice with your existing Salesforce CRM delivers true omnichannel experiences. Enhanced automation, AI, and global calling capabilities transform agent and customer engagement.
Integrating Vonage Premier
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VCC + Salesforce Voice
Salesforce dashboards bring the story to life, allowing leadership to review sentiment trends, and surface actionable insights—all without exposing sensitive data.
Data Transformed Into Insights
