Contact Center Solutions Featured Article

Vonage Says CX Cloud For All

June 19, 2018

The contact center is a complex array of people, processes and technology aimed at elevating the customer experience. Throw the cloud into the mix, and transformation accelerates rapidly with feature-rich and future forward solutions fit to support customer service operations well into the future.

This week, Vonage expanded its contact center presence, making Vonage CX One Cloud available to organizations leveraging Vonage Business Cloud – the cloud communications provider’s unified communications platform. From workforce optimization to enhanced self-service capabilities and real time analysis, this contact center solution suite means business.

"Vonage CX Cloud is a robust contact center 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."

When selecting the Vonage CX Cloud organizations can easily take advantage of UCaaS integration, ensuring a seamless experience, as well as the flexible, user-friendly and fast communications tools. The solution delivers omnichannel routing, for both agents and customers, in addition to robust analytics to address coaching, training, morale and more in the contact center. The solution is built to scale, and only requires a few clicks of a mouse.

Underpinning the release is a partnership with NICE inContact, a company that has played a key role in Vonage’s expanded portfolio.

"More and more businesses are replacing dated premises PBXs with cloud-based unified communications every day," according to 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 center functionality that is available with legacy PBX systems and is more in keeping with the digital interaction demands of today's consumers."

In business, it’s the cloud or bust. From the c-suite to the contact center this transformative technology is disruptive to say the least.

What’s in your contact center?

Edited by Maurice Nagle