When you think about it, just about every job has a customer service element. Maybe that’s why the old saying, “the customer is always right” rings true. But for customers, it’s not so much about being right—often, simply being heard is what matters. And a kind ear can do wonders to enhance your customer relationships. Vonage and IBM technologies—bots, voice assistants, sentiment analysis, and speech analytics—help define the future of contact centers, reshaping contact center roles and continually evolving the customer experience.
Enterprise Connect Conference & Expo is the foremost event for the enterprise communications and collaboration technology industry. This year’s event took place from September 27-29 after being postponed from its usual March timeframe due to the pandemic. Although the show typically takes place in Orlando, this year’s event was virtual - also due to COVID concerns. But Vonage’s presence there was no less impressive.
After three fun, informative and action-packed days, it’s hard to believe that Dreamforce is all over for another year! With 100 hours of streaming content on Salesforce+ and thousands of industry visionaries, product experts, and world leaders joining in person and online, we left the festivities feeling thoroughly inspired.
The consolidation of communications tools continues to accelerate as more and more businesses today are realizing the strength of an integrated, single platform to meet their communications needs. This trend has been many years in the making.
Day two of Dreamforce highlighted the Vonage offering with our session, ‘Interconnectivity: Drive Beautiful Business Outcomes’ live on Salesforce+, which focused on just that - strategies and solutions designed to help businesses put people and conversations first, for the ultimate customer experience.
This year Vonage is an exclusive titanium Dreamforce sponsor and is proud of our ever-growing partnership with Salesforce. Our contact center and unified communications solutions have the tightest integration available with Salesforce, ensuring your teams have the tools they need to work faster and start helping customers right away. Plus, we're Service Cloud Voice-ready, delivering even more automation and intelligence to your customer and agent experience.
The COVID-19 pandemic has caused huge disruptions across industries, including healthcare. Healthcare systems overwhelmed by rising cases have pushed the global healthcare industry to reevaluate the delivery of services and the overall patient journey.
More and more, businesses today are building their communications strategies on the understanding that creating innovative ways to connect and engage with customers is absolutely critical in the new, modern workplace. The last 18 months and the impact of the COVID-19 pandemic have only served to accelerate this demand and it is driving enterprise businesses to choose API building blocks to deliver customizable, programmable communications through Communications Platform as a Service (CPaaS).
With around half of UK consumers missing a public sector appointment due to communication issues since the start of the pandemic, soaring to 70 percent of 18-24 year-olds, Vonage’s new research launched today reinforces the need for organisations to integrate voice chat, SMS and social messaging apps for a unified and streamlined agent and customer experience to serve customers on their preferred channel.
The countdown is on. It’s now less than a week until the world’s largest vendor-led technology event of the year! Taking place September 21-23, Dreamforce is just around the corner, and with thousands of industry visionaries, product experts, and world leaders joining online, it’s set to be even more informative and dynamic than ever before.
“Consumer behaviour is changing the longer Covid-related disruptions have gone on. Consumers have also discovered some great experiences with brands. They then expect that experience with every other company and service they interact with. So, there is a cross pollination of experiences that is happening. This blending and changing is disrupting businesses,” said Sunny Rao, global senior vice president for sales at Vonage.
You’re a customer-focused leader and you vow never to be associated with bad CX. Then again, you’re also a consumer and human being—which means you’ve undoubtedly had your share of head-shaking experiences. So let’s put these together and review the business implications of a bad CX.
Managing your contact center and keeping your teams happy can be a complex undertaking. That’s why we’re excited to announce enhancements that not only make life easier for supervisors—but also help agents deliver the exemplary experiences that nurture customer relationships. If you’re ready to boost CX, then check out the cloud-based Vonage Contact Center and our Summer 2021 release.
With the modernization of the contact center, customers have increased needs for omnichannel, SMS, voice biometrics, knowledge management solutions and more. Vonage’s ISV Partner Network continues to expand, bringing more use cases and limitless opportunities to its customers, keeping employees, agents and their own customers connected in the new, modern workplace.
Over the last several years, we have seen tremendous value and benefit for our customers of all sizes when it comes to the convergence of our unified communications and contact center solutions. And without the infrastructure and product portfolio to support it, it can be a challenge to deliver.
Vonage’s Service Cloud Voice Partner Telephony offering grows through a community of certified implementation partners, driving global expansion to meet the needs of the new modern workplace.
This year Vonage celebrates a momentous milestone in what can only be described as an epic journey in the Cloud. For the past 20 years, Vonage has been synonymous with innovation. From its inception as a home phone provider to its notable pivot to business cloud communications, Vonage continues to transform its business and the way its customers communicate, operate and do business by leading through change.
Vonage recognizes Juneteenth, the oldest nationally celebrated commemoration of the end of slavery in the United States.
Vonage recognizes Pride Month in celebration of the accomplishments, struggles and individuality within the LGBTQIA+ community.
Vonage honors Asian American and Native Hawaiian / Pacific Islander Heritage Month to recognize the accomplishments of the Asian American and Native Hawaiian / Pacific Islander (AANHPI) communities in the United States and throughout the world.
The collaboration between Vonage and OutSystems helps to serve fundamental needs of businesses by marrying the strengths of two leaders in their fields. OutSystems is the application development platform adopted by a growing number of leading enterprises to rapidly create workflows and mission-critical applications. The Vonage Communications Platform (VCP) enables organizations to quickly embed cloud communications in those digital processes and applications.
In May, we celebrate two very important topics that intertwine more than you might think, Mental Health Awareness Month and National Communications Month. Now more than ever, it’s pivotal for us to reflect on the synergies of these two areas and identify the ways in which we can take care of our mental health through communication - using any channel we’d like.
Interprefy, the world’s leading cloud-based remote simultaneous interpretation technology and services provider, delivers simultaneously translated conferences and meetings with highest quality thanks to the Vonage Video API. Whether at the venue or remotely, Interprefy and Vonage connect conference topics, speakers and interpreters worldwide.
Vonage has been recognized in the Gartner Peer Insights Voice of the Customer (VOC): Unified Communications as a Service, Worldwide report.
Vonage has been positioned in the Major Players category for two recently published IDC MarketScape reports the 2021 Worldwide UCaaS Service Providers for both Enterprise and SMB. Focused on Vonage’s unified communications solution, Vonage Business Communications (VBC), both reports note the importance of the VCP and ability to deliver a wide range of communications services and solutions including APIs, unified communications, and contact center applications, as well as the Company’s ownership of its entire tech stack and ability to control its roadmap.
Vonage honored Women’s History Month and paid tribute to the many achievements women have made throughout the world in a variety of fields. Women have made great strides in fighting for equality and combating gender bias but there is still more work to do as we pursue a world of gender equality.
University of the Cumberlands, a Kentucky-based private liberal arts institution, turned to Vonage to help transition during this challenging time and power communications for more than 700 faculty and staff when the pandemic forced its campus to transition to a remote environment last year. The University leveraged both Vonage Business Communications (VBC) unified communications solution and Vonage Contact Center (VCC) for an innovative approach to unifying communications across all departments on its campus.
Vonage partnered with AWS to bring AI into the contact center through AWS Contact Center Intelligence (CCI) - delivering the power of the AWS cloud native services for AI and Machine Learning through the Vonage API Platform. With Vonage for AWS Contact Center Intelligence, brands can access the capabilities of AWS AI and ML engines within any existing contact center environment.
Vonage honors Black History Month and pays tribute to the many achievements of Black Americans in the face of injustices and adversities throughout history. 2020 pulled back the curtain on how social injustices persist today. In response to the social unrest from the Summer of 2020, we held a social justice campaign to support team members who wanted to donate to select charities dedicated to eradicating all forms of racial injustice and advancing inclusion and fairness.
Vonage is committed to supporting global startup communities and has launched a dedicated Vonage for Startups program to provide resources that enable founders to build great products using Vonage Communications Platform APIs.
Vonage served as a platinum partner for Hacktoberfest 2020, a month full of virtual events, challenges, educational sessions and community-building all focused on the celebration of open source software. Hacktoberfest, presented by DigitalOcean in partnership with Dev & Intel, has become a key event in the Open Source community’s calendar over the years.
Vonage has been named as a supplier on Crown Commercial Service’s (CCS) G-Cloud framework for its Messages API, closely following its Vonage Business Communications and Vonage Contact Center solutions.
With social distancing guidelines still our best strategy to keep ourselves and our loved ones safe and healthy, telehealth remains critical to providing healthcare services worldwide in response to COVID-19. And, just as we must stay on top of our health by checking in with our doctors, so do our cats and dogs and birds and snakes and rabbits! Pets are part of our families, and we want to be sure that they are getting the best care possible, while keeping ourselves and our veterinary staff safe.
doozzoo, the world's only web conferencing platform specifically designed for online music education, is leveraging the Vonage Video API to bring music to students and teachers whenever and wherever they are.
This October, Vonage is partnering with Hacktoberfest to encourage and celebrate contributions to the Open Source community. We’re no strangers to Open Source, with our libraries, code snippets and demos all on GitHub. Vonage is looking forward to supporting participants, sharing knowledge and discussing how important open source contributions can be. Vonage will be delivering Hacktoberfest-themed events, blog posts and daily Twitch streams throughout the month.