Vonage Combines Contact Center and Unified Communications

Vonage has integrated its contact center and unified communications solutions for a single source of customer support.

The communications suite includes Vonage Contact Center (VCC) and Vonage Business Communications (VBC). It can help businesses optimize customer communication, improve internal collaboration, customize their experience and maximize productivity.

Mario DeRiggi is Vonage’s senior vice president of channel sales. He said partners can offer their customers a solution with a single interface that enables a “consistent, effortless user experience for superior business communications.”

Vonage’s Mario DeRiggi

“Vonage is the only cloud communications company that can deliver a truly unified, end-to-end communication experience because we own the entire technology stack,” he said. “The ease of use that comes with this fully integrated and unified interface, from single sign-on and presence to common call controls and directory, provide employees and agents with the ability to access all of the tools they need to connect internally with each other and externally with customers – without the need to toggle between screens.”

This integration is “just another way we provide a one-stop-shop for partners to help them better serve their customers,” DeRiggi said.

“By providing partners and their customers with a single communications suite, we remove the silos that can result in breakdowns of communication and information available to the teams serving customers,” he said. “With our integrated experience, we are helping our customers to overcome these boundaries through one single interface for a consistent, effortless user experience for business communications.”

Agents can see if a back-office user is available for consultation and check other agents’ availability. This makes customer service more effective by using the skills and expertise of the entire business to support customer interactions.

Users can connect via multiple channels, such as messaging, conference calls or video meetings, enhancing productivity while boosting customer satisfaction.

“Customer care should be the responsibility of the entire organization, not just contact center agents,” said Blair Pleasant, president and analyst of COMMfusion. “Giving agents and others in the organization the tools to communicate and collaborate internally and externally helps them work together to better serve customers.”

About one in five customer service interactions require the assistance of someone outside of the contact center, Pleasant said. Contact center professionals then can provide faster and better service to customers.

In March, Vonage unveiled several new services for organizations that need to operate in remotely during the COVID-19 pandemic.