Vonage at Enterprise Connect 2022 - Day Three Highlights
Enterprise Connect provides a place for enterprise communications/collaboration professionals to share new ideas, best practices, and exciting communications tools that are transforming the way we all do business by driving exceptional employee and customer experiences. And in the age of the Experience Economy, customer experience has become the primary means for businesses to differentiate and to thrive.
Vonage Enhances Video Capabilities for its UCaaS and CCaaS Solutions
Day three of Enterprise Connect saw Vonage announce new video capabilities for the Vonage Communications Platform (VCP) as it continues to speed innovation on its Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) applications for an integrated communications experience and improved productivity.
Powered by Vonage’s Video API, Vonage has enhanced its UCaaS solution, Vonage Business Communications (VBC) and its CCaaS solution, Vonage Contact Center (VCC) by enabling users to seamlessly switch to video at the click of a button. This new capability elevates collaboration with colleagues, customers and prospects, enabling them to communicate visually for better communications, connections and engagement. Find out more in our announcement.
Perspectives on Industry Transitions
Day three kicked off with the fireside chat, ‘Perspectives on Industry Transitions’. Hosted by program co-chair Eric Krapf, and joined by Vonage CEO Rory Read, the session focused on how the enterprise communications/collaboration industry has emerged from two years of pandemic-driven disruption. Whether the focus is customer experience, employee experience, or both, technology providers are looking for ways to meet these new demands, while enterprise decision-makers are changing how they evaluate technologies’ fitness for the purposes they must serve.
Read commented, “We are in the midst of a communications revolution that is forcing companies to think beyond standard solutions and consider how they can deliver the needs of customers, employees, and agents across all industries and modes of communications. What is happening now is the convergence of the internet, mobility, the cloud and powerful 5G networks forming the digital transformation and intelligent communications wave.”
Rory provided insights on the state of the industry, a vision of what's essential for successful digital transformation, and how the next wave of the communications revolution will enable businesses to build more meaningful connections, conversations and engagement. “With this new technology wave, we are seeing an increasing need to create connections through tech - purchase, support, service, marketing, training in one place - that augment the physical consumer experience”, added Read.
“Companies that win will need to connect these disparate channels together for a better overall experience and better engagement. To do that successfully, a communications platform and embedded communications APIs will be fundamental. As businesses consider what to do with communications in this new world, they need to think about how their employees and agents communicate and the importance of integrating their communications for a holistic solution for customers. This is where the power of integrated communications and embedded APIs come in - the ability to layer programmable capabilities - voice, video, messaging, chat - into existing applications and workflows.”
Attendees came away with a strategic perspective on how the evolving industry landscape will impact their choices, and how to approach the tools they’ll have to work with in the new world of communications, collaboration, and digital transformation. Read concluded, “Through all of the challenges of the past two years, this is an exciting time for business communications and we are building the future together. I am looking forward to seeing what innovations and new ways of connecting, engaging, and communicating we can dream up and make real.”
Examining Different Approaches to Delivering CPaaS
Sanjay Srinivasan, Vonage’s SVP & Chief Technology Architect, later participated in the conference breakout session, ‘Examining Different Approaches to Delivering CPaaS.’ During the session, moderated by Robin Gareiss, Sanjay explained Vonage’s approach to success with CPaaS, focused on integration capabilities and low-code/no-code options for CX/EX applications. “At Vonage, we believe that the adoption of CPaaS is integral to the customer experience, and we are uniquely positioned in that we provide the complete stack, from unified communications and contact center solutions, through to CPaaS. Enterprises use a combination of UC and CC, and want to customize their solutions by using CPaaS.”
Srinivasan continued, “It is the vendor's responsibility to educate the market on the art of the possible with CPaaS. If you don't translate what "programmability" means, you start to only attract the developer audience. Two-factor authentication was made possible globally by the CPaaS platform underneath. We've all used CPaaS in the background."
Gareiss agreed, “CPaaS is the technology you don't know you are using."
Build Better Connections, Conversations and Engagement
In this theater session featuring David Bukovinsky, Principal Product Manager at Vonage, attendees learned about real-world applications of customer engagement solutions, including how businesses today are leveraging communications technologies to deliver next-level customer and employee experiences that are more engaging, interactive, and meaningful.
The Vonage Booth
Visitors to Vonage booth #2113 learned about Vonage Communications Platform solutions across communications APIs, unified communications, contact center, and conversational commerce and watched demos highlighting the challenges and opportunities that businesses face today including customer engagement, agent experience, hybrid workforce, AI & video everywhere and conversational commerce.
The Vonage Foundation made a donation to the Starlight Children's Foundation in honor of everyone who visited the booth throughout the week. 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.
