Over the next few days, our executive team will be sharing its perspective on how innovations in the cloud communications space enable businesses to capture the digital transformation and intelligent communications wave and the future of the industry during multiple speaking engagements.
Visitors to Vonage booth #2113 will have the opportunity to learn about Vonage Communications Platform solutions across communications APIs, unified communications, contact center, and conversational commerce and see demos that speak to challenges and opportunities that businesses face today including Customer Engagement, Agent Experience, Hybrid Workforce, AI & Video Everywhere and Conversational Commerce.
And, the Vonage Foundation will make a donation to the Starlight Children's Foundation in honor of everyone who visits our booth. The Starlight Virtual Reality program delivers happiness to seriously ill children through curated virtual games and other experiences that keep them entertained during difficult medical procedures.
Day one was packed with exciting news, thoughtful conversations and a lot of fun! Here’s a highlight reel:
Conversational Commerce Solution Strengthened by VCP
This morning we announced new video capabilities and integrations that strengthen our Jumper.ai conversational commerce application for a more engaging retail experience. These enhancements will enable brands to seamlessly invite buyers to a live video interaction with an in-store associate or customer service agent and allow consumers to engage in personal conversations about products from anywhere while helping retailers build trusted relationships with customers.
Delivered with Vonage Video Express, businesses can now initiate a face-to-face video with customers in just one click from within the unified agent interface while messaging with the customer. With one in five consumers using live chat or in-app chat daily and 3 in 5 consumers video chatting with a business more now than they were 18 months ago, retailers are expected to be present everywhere their customers are and providing options for video offers a more personalized experience and can result in higher conversion to product sales.
UCaaS Plus CCaaS: What's Real, What's Hype, and What's Next
Sanjay Srinivasan, SVP & Chief Technology Architect at Vonage, joined a lively discussion on the integration of unified communications and the contact center, moderated by Blair Pleasant, who said, “Responsibility for CX and customer service shouldn't just be in the hands of a few contact center agents. It should be the responsibility of the entire organization.”
Vonage saw the value of integrated UC/CC solutions early on, and we have increasingly seen demand from customers looking to streamline and enhance their agent and employee experience. As Sanjay noted, “Today's CX is all about the agent experience. If agent experience is the best, a good CX follows, and with a hybrid workforce, businesses need to consider multiple time zones and expertise spread across their organization. Finding a provider that can offer all of the tools and information employees need on one pane of glass is key.”
Making the Composable Enterprise Real
Vonage’s EVP Product and Engineering, Savinay Berry, participated in a panel discussion on how to make the composable enterprise a reality, moderated by Zeus Kerravala. Zeus kicked off the conversation by setting the stage - “CPaaS has historically been treated as a separate market, but is actually the product you invest in and other experiences get built on top of it.”
Savinay took this idea further, explaining that he believes “composability is breaking software down into its most basic unit. Take the Lego blocks and build apps on top of it.”
At Vonage, we believe composability is here to stay for a long time - and CPaaS is in our DNA. Everything we do is enabled on top of a single microservices-based platform - whether it’s CC, UC, vertical apps or applications we haven’t even imagined yet. “CPaaS is the underlying platform that makes customization of applications easy and fast for enterprises across industries and across the globe through templates and building blocks.”
Communications & Collaboration: Making Good on the Promise?
During the opening general session, Savinay Berry once again joined other thought leaders across the industry for an interesting discussion, this time on the main stage hosted by Eric Krapf. The session sought to answer the question: what will it take to push communications/collaboration to the next level, and what real business benefits await enterprises there?
“We are believers in UCaaS with CCaaS and have been talking about it for years - and we are glad to see the market catch up,” said Savinay. “Vonage believes enterprises can compose and scale communications and collaboration solutions through a single platform by leveraging APIs to create the right capabilities vs building capabilities into the app by themselves.”
When it comes to the hybrid workforce - a hot topic on the panel - Savinay had this to say:
“From our perspective at Vonage, we all became flex workers when the pandemic hit. If an employee now wants to come in once a day, once a week, or once a year, it is up to them - and we have the platform in place to support all of our team members around the world as they continue to focus on accelerating the world’s ability to connect.”
The Vonage team is looking forward to an amazing week in Orlando - and we’re sharing our experience with you! Be sure to follow Vonage on Twitter, Facebook, Instagram and LinkedIn for all the updates in real time.