The call center, ahem, the contact center of today is a far more involved operation than just a few short years ago, and as we embrace our omni-channel reality the cloud will play a key role. This week, Vonage announced a deepened partnership with cloud contact center software firm inContact to create a comprehensive platform to improve the customer experience.
The Vonage Advanced Contact Center is built on two primary components: inContact’s Customer Interaction Cloud and the Vonage Cloud Communication’s platform. The combination provides a unified customer experience offering that promises to bring together scattered contact center teams with a centralized all-in-one solution.
“We've had a long-standing relationship with inContact, partnering to help provide our customers with a quality contact center solution that meets the full spectrum of business needs,” said Omar Javaid, Chief Product Officer for Vonage. “Vonage delivers a robust unified communications solution integrated with inContact's enterprise-grade contact center for a seamless communications solution, and we are excited about our enhanced partnership.”
From a technical perspective, the enhanced partnership pairs inContact’s contact center solutions with the Vonage UCaaS cloud solutions, nationwide MPLS network and SD-WAN, which promises exceptional performance.
“We are pleased to be working with Vonage to deliver a combined unified communications and contact center solution for mid-size and enterprise organizations,” said Brett Theisen, Senior Vice President, inContact. “More and more companies are recognizing the benefits of cloud technology to modernize their customer service operations and streamline the customer experience.”
The modern contact center is far more than customer service; it has evolved into an engagement center, a hub of all things customer journey. In this announcement we see a future-forward type solution, pairing industry leading technology to unlock the opportunity held in the contact center. It’s all about customer engagement.