Vonage expands the footprint cloud contact centre solution

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).

omar javaid 200x200Vonage’s omnichannel contact centre product suite, Vonage CX Cloud is an integrated platform with NICE inContact CXone, the cloud customer experience platform.

"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 time."

Topics: Vonage, Vonage Business Cloud, Vonage CX Cloud, Omar Javaid, Sheila McGee-Smith, Paul Jarman, SmartWAN, Nexmo