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Enterprise Connect 2024

This article was published on March 28, 2024

The annual Enterprise Connect show - the premier event for the enterprise communication and collaboration technology industry - is a crucial component of Vonage’s corporate strategy and planning each year. The valuable face time with analysts and customers, and the ability to lend thought leadership across the topics in our industry that are making the biggest impact - from AI to cybersecurity and the convergence of Unified Communications and Contact Center - this event is the perfect setting to showcase all of these capabilities from a single Vonage Communications Platform.

Enterprise Connect show floor with V for Vonage

DAY THREE

The third day of Enterprise Connect opened with an early morning session hosted by analyst firm Omdia, focused on mobile UCaaS opportunities: CAN BUSINESS MOBILE CONVERGENCE TRANSFORM YOUR WORKFORCE?

Sanjay Srinivasan, SVP & Chief Technology Architect joined this panel of product and engineering executives to explore the importance of mobile collaboration for businesses.

Omdia shared that demand for Business Mobile Convergence is high and that the future of its growth is being driven by three pillars:

  • Mobile connectivity

  • Mobility management

  • Mobile productivity

Omdia expects demand for business mobile convergence to grow as digitization of the frontline workforce increases.

“Now we’re seeing a native dialer and native integration with social messaging apps like WhatsApp to allow true business communications and transactions on a mobile device,” said Sanjay. “This convergence of social messaging and UC - that’s the new way to Business Mobile Convergence.”

He added, “If you think of the contact center or office worker environment, messaging is a very important channel today. Whether that’s SMS, MMS, even WhatsApp - having the messaging integrated into agent’s desktop is increasingly important.”

The VONAGE Keynote later that day took place on the main stage, with Savinay Berry, EVP Product & Engineering and Enterprise Connect GM and Co-Chair Eric Krapf discussing the Vonage/Ericsson partnership that is creating opportunities to enhance applications with integrated communications and superior performance.

“With Ericsson, we are creating value in the network and exposing these capabilities for hundreds of millions of developers worldwide.”

They also took a deep dive into the convergence of UC and CC, as well as AI:

“AI is becoming democratized. It will be literally everywhere, in every experience we have.”

Noting an example where an enterprise may leverage a chatbot to enhance customer experience, but also leverage AI to collect data on backend, providing the enterprise with the best channel to communicate based on time of day, or day of the week. 

“The multimodal insight that comes with AI, apart from using it for communicating, will change the game.”

Ending the day, Carlos Aragon, Senior Director, Product Marketing Applications joined a panel of peers - UC PLUS CC: MAKING THE INTEGRATION--AND REALIZING ITS BENEFITS - moderated by Blair Pleasant, President & Principal Analyst, COMMfusion.

The session explored the use cases, benefits, and challenges of deploying integrated UC and CC capabilities

When it comes to the benefits, Carlos noted, “When you have a joint solution, you can leverage both capabilities, for example integrating messaging apps such as WhatsApp, not just in the contact center but into your UCaaS solution - the ability to transfer to an agent without losing this conversation - these capabilities are critical today.”

Answering the question of whether businesses need a single vendor versus tightly integrated solutions from separate vendors, Carlos responded, “When businesses opt for an integration UC and CC solution from a single vendor, they will have consistent performance, consistent security, consistent support etc. No matter how integrated two disparate solutions may be, when you have different vendors, you don’t get that same seamless experience.”

DAY TWO

WINNER WINNER!

Tuesday was a red-letter day for Vonage. 

The day kicked off with the Best of Enterprise Connect Award where Vonage Protection Suite took home the award for Best Innovation for Systems Management. Designed to enable developers and businesses to create counter-fraud safeguards that protect against the evolving threat of online fraud and cyberattacks, Vonage Protection Suite is a comprehensive set of tools that enables end-to-end provisions, leveraging the power of communication API building blocks to address security, authentication and identification processes. Vonage Protection Suite enables businesses to proactively block suspicious traffic, access real-time fraud assessment data for global numbers, and implement a turnkey, omnichannel 2FA solution with superior fraud protection and customizable automatic failover.

"We are delighted to be awarded by Enterprise Connect for Protection Suite, one of the latest and most exciting advancements within our product portfolio," said Savinay Berry, EVP Product & Development for Vonage. "In an increasingly digital world, our customers' security needs continue to evolve. With Protection Suite, we are meeting this growing demand for better protection from fraudulent events, arming businesses with the tools to shield themselves and their customers with agile security solutions that can be seamlessly integrated with their existing communications solutions and platforms." 

Later in the day, Vikram Khandpur, SVP CPaaS Products and Developer Experience took the stage for a neck and neck competition in the CPaaS Showcase Challenge, hosted by the CPaaS Acceleration Alliance, alongside product execs from other CPaaS providers in the market. Vikram did an amazing job - taking home the prize for best use case with his demo of Vonage Fraud Protection Solution with AWS. Congrats, Vikram!

NEW PRODUCT ANNOUNCEMENTS

On Day Two, Vonage also announced the launch of Enhanced Noise Cancellation for the Vonage Contact Center solution. One of the only offerings on the market with noise cancellation fully embedded and available out of the box, the Enhanced Noise Cancellation feature uses machine learning to eliminate disruptive background noises and voices, boosting agent productivity, reducing average handle time, and improving the overall customer experience. Check out the press release here.

THOUGHT LEADERSHIP

Day Two rounded out with a fireside chat - ACCELERATE YOUR JOURNEY TO THE CLOUD: A NEXT-GEN COLLABORATION CASE STUDY - where Sanjay Srinivasan, SVP and Chief Technology Architect, was joined by Mark Wehrle, IT Director, Unified Communications and Collaboration Technologies for the University of Pennsylvania, a Vonage customer, to walk through their cloud adoption journey. In this session, Mark spoke to the organization’s partnership with Vonage in its migration from an on-premises solution to a UCaaS solution. Moving to the cloud has given UPENN the flexibility to scale and grow their technology as their needs evolve and change.

Experience the new Enhanced Noise Cancellation and more at the Vonage Booth #818. See you on Day Three!

Day One put a spotlight on the many ways ‘Vonage Does That’ both in the booth and at a series of breakout sessions:

CPAAS AND DIGITAL TRANSFORMATION: WHAT LEADERS NEED TO KNOW

At this panel, hosted by Raul Castanon, Senior Analyst, S&P Global Market Intelligence, Vonage Senior Vice President CPaaS Products and Developer Experience Vikram Khandpur joined a panel of industry experts to share thoughts and perspectives on the current state of CPaaS, as well as trends and emerging use cases in the space.

“We continue to see digital natives as well as traditional enterprise companies adopting CPaaS as CPaaS gets simpler to adopt and easy for anyone to implement, whether it’s a tech savvy developer or IT pros or citizen developers - APIs are becoming easier to consume,” said Khandpur, “And they want one provider to get all of their modalities served in a simple way.”

The discussion also included commentary on the rise of 5G and network APIs:

Khandpur added, “There is a lot of intelligence in the network. Vonage is working very closely with operators around the world giving them a set of network APIs and a common platform to unlock the next wave of opportunities that are possible from the network. Things will get Smarter, Better, Faster with Network APIs.”

“We believe in Network APIs and that revolution is coming very rapidly. We are unlocking that capability for consumers and developers alike.”

Opening up the show each year is a Keynote panel. This year’s session - A STRATEGIC CONVERSATION WITH VENDORS AND ENTERPRISE LEADERS - included an unprecedented mix of vendors and enterprise leaders to discuss the future of enterprise communications, collaboration and CX technology.

Savinay Berry, Vonage EVP, Product and Engineering kicked off the discussion with his thoughts on the integration of UCaas & CCaaS and AI: “UC and CC will be a single solution going forward - there is no other way. That’s game over.”

He added, “AI is the new electricity. It has to be embedded inside everything, into every solution.”

Rounding out the discussion was the topic of AI, an ever-present theme across the day’s sessions this year. 

“The challenge in how to use AI in a safe, regulated and compliant way is on providers. At Vonage, we are laser focused on giving our customers that confidence and enabling AI at scale in a safe, compliant, and privacy-controlled way,” said Berry.

Vonage’s last session on Day One featured Carlos Aragon, Senior Director of Product Marketing: Practical Conversational AI across Communications Channels

In this Solution Spotlight right on the Expo Show floor, Carlos explored the role of AI in consumer interactions today and how this continues to evolve, from acquiring and retaining customers at scale by automating real-time engagement to delivering intelligent and practical customer experiences across social, messaging, voice and video channels. 

“Consumers are becoming more comfortable with AI tools and in 2024, personalized AI-powered customer relationships will become the norm.”

Check out demos of Vonage’s APIs, AI capabilities, UC+CC solution, and more at Booth #818. See you on Day 2!

 

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