HOLMDEL, N.J., June 27, 2017 /PRNewswire/ -- Vonage (NYSE: VG),
a leading provider of cloud communications for business, has
announced an enhanced partnership with inContact. The combination
of Vonage's UCaaS cloud solutions, Quality of Service (QoS) via its
nationwide MPLS network and SD-WAN solution, SmartWAN, and
inContact's industry-leading contact center technology, delivers an
unparalleled customer engagement platform for businesses.
Vonage's Advanced Contact Center, powered by inContact, utilizes
Vonage's robust cloud communications platform and inContact
Customer Interaction Cloud to provide seamless integration for a
unified customer experience. The combined capabilities create
inherent cost saving opportunities, as well as a one-stop shop for
enterprises with a centralized or dispersed contact center
team.
"We've had a long-standing relationship with inContact,
partnering to help provide our customers with a quality contact
center solution that meets the full spectrum of business needs,"
said Omar Javaid, Chief Product
Officer for Vonage. "Vonage delivers a robust unified
communications solution integrated with inContact's
enterprise-grade contact center for a seamless communications
solution, and we are excited about our enhanced partnership.
"As the Contact Center workspace increasingly moves to highly
distributed and even residential type environments, the use of our
SmartWAN to deliver high quality over broadband adds to this rich
customer experience."
inContact offers a complete cloud contact center solution and is
recognized as a leader by five major analyst firms. inContact
Customer Interaction Cloud helps organizations around the world
improve customer experience with a unified suite of omni-channel
routing, workforce optimization, and analytics – delivered on an
enterprise-grade open cloud platform.
Vonage Advanced Contact Center enables a direct line of
communication between the agent and customer for an easier and
faster connection via voice, live chat or email. inContact
Omnichannel Routing, part of Customer Interaction Cloud,
intelligently routes all customer interactions and empowers contact
center agents to provide personalized and proactive customer
experiences. Agents have immediate, complete access to the
customer's account through the contact center agent interface which
works seamlessly with popular customer relationship management
(CRM) tools like salesforce.com, and productivity suites, like G
Suite.
Mobile Medical Examination Service, Inc. (MedXM), a national
leader in preventive care technology and health risk assessment,
recently signed with Vonage to provide its 5000-person medical
staff with a full range of UCaaS and Communications Platform
as-a-Service (CPaaS) solutions to help lower costs and create
better health outcomes for its members. As a part of this full
suite of cloud communications tools, MedXM will employ Vonage's
Advanced Contact Center to enable its full-service, in-house
customer service team to enhance and build upon its impressive
customer management and support processes, as well as seamless
integration into G Suite powered by Google Cloud.
"When we made the decision to move our communications system to
the cloud, the most important consideration was partnering with a
company that would help us to provide our members - patients,
healthcare plans and physicians - with the same robust network of
resources and unparalleled customer service that they expect from
MedXM," said Sy Zahedi, CEO, MedXM. "Vonage's Advanced Contact
Center solution powered by inContact provides us with the agility
we require to connect with our members wherever they are to meet
their healthcare needs better and faster. This augmented customer
engagement, along with the increased collaboration, mobility and
productivity that Vonage's UCaaS solution and G Suite integration
provides, is helping us to drive better outcomes for our
members."
With exceptional customer contact handling and guaranteed high
quality voice interactions, inContact is continuously enhancing
contact center productivity for a better customer experience.
inContact also improves its customers' contact center cost
structure through proactive, agentless outbound email campaigns,
reduced staffing costs and improved workforce management tools. The
private connectivity between Vonage and inContact enhances the
experience while also reducing costs. Businesses benefit from
inContact's integration with the Vonage network, eliminating the
typical per minute costs associated with delivering an inbound
phone call from a call center queue to the agent.
"We are pleased to be working with Vonage to deliver a combined
unified communications and contact center solution for mid-size and
enterprise organizations," said Brett
Theisen, Senior Vice President, inContact. "More and more
companies are recognizing the benefits of cloud technology to
modernize their customer service operations and streamline the
customer experience."
About Vonage
Vonage (NYSE: VG) is a leading provider of cloud
communications services for business. Vonage transforms the way
people work and businesses operate through a portfolio of
cloud-based communications solutions that enable internal
collaboration among employees, while also keeping companies closely
connected with their customers, across any mode of communication,
on any device.
Vonage's Nexmo API Platform provides tools for voice,
messaging and phone verification services, allowing developers to
embed contextual, programmable communications into mobile apps,
websites and business systems. Nexmo enables enterprises to easily
communicate relevant information to their customers in real time,
anywhere in the world, through text messaging, chat, social media
and voice.
The Company also provides a robust suite of feature-rich
residential communication solutions. In 2015 and 2016, Vonage was
named a Visionary in the Gartner Magic Quadrant for Unified
Communications as-a-Service, Worldwide. Vonage has
also earned Frost & Sullivan's 2015 Growth Excellence
Leadership Award for Hosted IP and Unified Communications and
Collaboration (UCC) Services and the 2016 North American Cloud
Communications Product Line Strategy Leadership Award.
For more information, visit Vonage
Business.
Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage® is a
registered trademark of Vonage Marketing LLC, owned by Vonage
America Inc. To follow Vonage on Twitter, please visit
www.twitter.com/vonage. To become a fan on
Facebook, go to www.facebook.com/vonage.
To subscribe on YouTube, visit
www.youtube.com/vonage.
About NICE inContact
inContact is the cloud contact center software leader, with the
most complete, easiest and most reliable solution to help
organizations achieve their customer experience goals. Recognized
as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and
DMG, inContact continuously innovates in the cloud and is the only
provider to offer a complete solution that includes the customer
interaction cloud, an expert service model and the broadest partner
ecosystem. inContact is a part of NICE (Nasdaq:NICE), the
worldwide leading provider of both cloud and on-premises enterprise
software solutions, helping organizations of all sizes deliver
better customer service, ensure compliance, combat fraud and
safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are
using NICE solutions. For more about NICE, visit www.nice.com. To
learn more about inContact, visit www.incontact.com.
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SOURCE Vonage