Vonage Brings Unified Communications and the Contact Centre Together for a Fully-Integrated Experience and a Single Source of Customer Support
Vonage , a global business cloud communications leader, announced the seamless integration of Vonage Contact Center (VCC) and Vonage Business Communications (VBC) unified communications solution.
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“Customer care should be the responsibility of the entire organisation, not just contact centre agents. Giving agents and others in the organisation the tools to communicate and collaborate internally and externally helps them work together to better serve customers.”
Vonage’s single communications suite with an integrated experience can help businesses optimise communications with customers, improve their internal collaboration, customise their experience and maximise productivity. Vonage is the only cloud communications company that can deliver a truly unified, end-to-end communication experience because it owns the entire stack, from Unified Communications to Contact Centres, to APIs and AI.
“At Vonage, we know that a siloed system can’t compare to a single, proven communications provider,” said Jay Patel, Chief Product Officer for Vonage. “With our integrated experience, we have transcended the boundaries of internal and external communications with one single interface for a consistent, effortless user experience for business communication.”
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Common Call Controls
Unified communications users and contact centre agents can take advantage of the same set of common call controls, making it easier to communicate across the business. Contact centre agents can interact with colleagues, customers and prospects in the way that suits them best — through an embedded experience within their CRM platform or the Vonage Business Communications Desktop application, which features a range of interface options.
Single Sign On (SSO)
Business today demands a user-friendly experience and Single Sign On offers just that. SSO provides consistent identity and access management across the entire operation.
By employing a simple login with the click of a button, the need to locate multiple login credentials is eliminated. Agents can quickly login to the contact centre with a click and control their availability for prospects and customers.
Single Intuitive Interface
Vonage seamlessly meshes a company’s unified communications solution, contact centres, CRM and other integrations — all cloud-based and accessible in Vonage’s easy, intuitive interface. This results in reduced training time, less frustration, increased efficiency, and a consistent, effortless experience.
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