Vonage Contact Center Toolkit Enhances Customer Experience through the Omnichannel

There are plenty of companies on the market today focused on some aspect of CRM. Typically they cater to large enterprises with sizeable budgets. But what about SMB companies whose sights are set on expansion? They’ve got needs, too. They need a variety of software to run their businesses. Not only CRM solutions, but software that also supports everything from operations, invoicing, supply chain and more. It’s this category of companies that Bastin Gerald had in mind when he founded Apptivo, in 2010. Not only does Apptivo provide an “all-in-one” solution geared toward SMBs, but the solution is extremely affordable.

“Our mission was to bring software tools to SMBs that were previously only available for larger enterprises,” said Gerald. “Today Apptivo provides an integrated platform that offers affordable, easy-to-use, intuitive and easy-to-implement software to run businesses, entire businesses.”

Apptivo is currently used by over 250,000 businesses from 193 countries around the world. Its platform supports a range of primarily SMB companies, from independent consultants to billion-dollar enterprises.

The Vonage API Platform – Best in Omnichannel Communications

The Vonage Contact Center Toolkit (NCCT) offers a bundling of multiple APIs and SDKs, and enables businesses to implement a state-of-the-art customer experience through the omnichannel. Comprised of the Vonage Voice API and the Client SDK, NCCT delivers IP Voice and IP Messaging channels for businesses and contact centers to communicate with their customers on the customers’ preferred channel, and the Vonage Messaging API which allows user communication via social networks such as WhatsApp.

With these Vonage tools, contact center and CRM software providers such as Apptivo can select and add in new channels to provide an omnichannel experience to their end users. They can customize their systems and tailor them to customers’ specific needs, easily deploying the channels and features needed to create a unique experience. Additionally, users benefit from such features as the ability to create smoother contact center functions with simple IVRs, WebSocket connectivity for sentiment analysis, transcription or virtual agent integration, and the ability to record and retain conversations and better understand their customers’ needs.

“Offering a voice option via our platform was a definite goal of ours,” said Gerald. “Especially if you are an SMB, integrating voice into your contact center solution is critical. For obvious reasons, smaller companies need to give the impression that they are a larger, more established enterprise. Perception is key. And so we wanted to provide them with the ability to have IVR, for example, for people calling into their company. With Vonage, we were able to build an entire contact center system that offers our customers a variety of different functions such as IP to PSTN connectivity with rich programmability and dynamic call controls, Text-to-Speech, artificial intelligence, recording features as well as the ability to add social and messaging channels.”

Of particular interest to many businesses is that the Vonage Contact Center Toolkit enables contact centers to offer access to all of the features and capabilities described above to agents and users, on one single screen. For businesses that want to enrich their product offering without spending resources on building communication channels from scratch, the Vonage Contact Center Toolkit provides all of the tools to build a customized communication solution that their customers can easily integrate into their contact center solution.

According to Bastin, the experience of working with Vonage has been extremely good. “Everyone we’ve worked with at Vonage has been very responsive to our questions and needs. We get great information and explanations, accurate estimates of how and when things can be completed. And they will also make sure to inform us about what ‘landmines’ to avoid stepping on.”