Vonage 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 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.
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 5,000-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.