26 June 2018
| Natalie Bannerman
Vonage, a cloud communications provider, is expanding its contact centre footprint using its cloud-native unified communications platform Vonage Business Cloud (VBC).
contact centre product suite, Vonage CX Cloud is an integrated
platform with NICE inContact CXone, the cloud customer
"Vonage CX Cloud is a robust contact centre solution that
provides businesses the tools to create modern, meaningful, and
memorable customer experiences," said Omar Javaid, chief
product officer for Vonage. "We're excited to continue our
partnership with NICE inContact, and extend to our Vonage
Business Cloud customers a solution that enables them to
interact with their customers with the highest levels of
reliability, flexibility and engagement."
Vonage business customers can customise Vonage CX Cloud
through technologies powered by Nexmo, the Vonage API platform.
Using it customers can get: real-time sentiment analysis,
enhanced self-service capabilities like chatbots, SmartWAN
through Vonage CX Cloud.
"More and more businesses are replacing dated premises PBXs
with cloud-based unified communications every day," added
Sheila McGee-Smith, principal analyst of McGee-Smith Analytics.
"Vonage CX Cloud offers Vonage Business customers a
feature-rich, omnichannel cloud contact solution that far
exceeds the call centre functionality that is available with
legacy PBX systems and is more in keeping with the digital
interaction demands of today's consumers."
The key features of the Vonage CX Cloud solution are: the
integration of Vonage’s UCaaS solution, enhanced
analytics, flexible customer communications tools, omnichannel
routing and increased scalability.
"We are thrilled to reinforce our long-standing partnership
with Vonage to deliver a truly unique cloud contact centre
solution for their business customers, whether small companies
or large organizations," said Paul Jarman, CEO of NICE
inContact. "Businesses today are quickly learning that by
combining the power of a leading customer experience platform
with a proven unified communications solution, their contact
centre can deliver the best possible customer experience, every
Vonage Business Cloud,
Vonage CX Cloud,