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What Is Cloud 3.0 and How Salesforce and Vonage Help You Achieve It

This article was updated on July 2, 2021

If you follow Marc Benioff and Brett Taylor from Salesforce, you’ve heard them talk lately about Cloud 3.0.

image that represents Cloud 3.0


After watching some of their recent speaking engagements—not to mention doing some internet research—I’d say Cloud 3.0 is an open, secure, and scalable way of computing from anywhere. Think of it as cloud applications providing an experience for all users that’s easy, seamless, and highly productive.

Cloud 3.0 for Salesforce is “work from anywhere.” And with Salesforce’s acquisition of Slack and their Customer 360 platform, Salesforce is making this a reality for their customers. But for Salesforce to truly achieve Cloud 3.0, it needs to be enabled with external communications and this is where Vonage comes in.

illustratoin of a contact center agent in a computer screen, with icons of idfferent channels around her and people on their phones and laptop.  Copy reads: ICMI Toolkit: Achieving Expectations: Exploring a New Era of Customer Behaviors, Opportunities, and Engagements, sponsored by Vonage An ICMI Toolkit
Achieving Expectations: Exploring a New Era of Customer Behaviors, Opportunities, and Engagements
The activities, checklists, and self-assessments contained within this whitepaper will prepare your contact center with everything it needs to thrive today and in the future.

Vonage Powers the Salesforce Platform With External Communications Capability

As a top Salesforce communications partner, we’ve built our technology to work hand-in-hand with Salesforce to help customers achieve their digital transformation goals. The Salesforce 360 platform is a powerful and highly productive application and user interface; the same can be said about Slack. Salesforce and Slack are internal or “on-net” solutions that connect the entire organization to work and collaborate together. When Vonage’s communications platform is connected to Salesforce and Slack the result is external or “off-net” communications being possible. With Vonage and Salesforce, employees can connect within and outside the organization through voice, video, and SMS without ever leaving Salesforce applications.

Where communications platforms start to really differentiate themselves is in how well they integrate with Salesforce, their ability to orchestrate the engagement experience with customer data, and in delivering the omnichannel experience we all expect. All communication channels and data need to work together harmoniously to create a better, more intelligent, and more intuitive user experience.

This is where years of experience between the communications platform and CRM can make a big difference—and it’s also what sets Vonage apart. We’ve been working with Salesforce customers for over 13 years, and we have a global footprint with over 1,000 integrated customers across all our solutions powering two billion interactions annually.

Together as One

Vonage Contact Center is an out-of-the-box voice solution that integrates into Sales Cloud and Service Cloud. It connects and optimizes the external voice, video, and SMS capabilities for bots, support agents, and sales reps to work with prospects and customers, all while staying within the Salesforce UI.

Vonage Business Communications is an out-of-the-box unified communication solution that can be integrated with Salesforce to connect the front office (sales and service reps) to back office functions like billing, as well as to customers and vendors outside the organization across multiple channels.

For example, let’s say an agent is on the phone with a customer (within Sales Cloud or Service Cloud), and the customer has a question for someone in billing. With Vonage Unified Communications, the agent can easily call or message the right person inside the organization—and all from within the same UI. Likewise, if billing needs to talk to a vendor outside the organization, they can call with the VBC solution. It’s that simple.

Vonage Contact Center and Vonage Business Communications were built to work seamlessly with Salesforce and Salesforce customers. They’re globally available, expertly implemented, quick to deploy, and supported by your Vonage team.

In addition, we extend our entire communications platform as programmable APIs. Salesforce developers can take our voice, video, and messaging capabilities and add communications to Salesforce-built applications or other applications as part of the customer experience. Today, we have almost one million developers who have done this, many of whom are Salesforce developers, Salesforce SIs, and Salesforce AppExchange partners.

Time to Explore

If you’re in pursuit of a Cloud 3.0 model for your business and you’re a Salesforce user, then you need both internal and external communications for your customer management and employee productivity applications. Check out the Vonage AppExchange listing, where you can hear from our joint customers who have integrated Salesforce and Vonage.

headshot photo of Kristan Fiandach, VP Alliances
By Kristan Fiandach VP Alliances

Kristan Fiandach leads Vonage’s strategic alliance partnerships. She has a passion for driving mutual success with our strategic partners and helping organizations create amazing sales and customer experiences. Her two favorite quotes are, “If it doesn’t challenge you, it doesn’t change you” and “If you’re hearing no, you’re talking to the wrong person.” Kristan balances her work life by spending time with her family and friends plus practicing yoga and meditation.

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