CX Cloud Express Extends Vonage Business Cloud with Native Contact Center Offering

Vonage has announced the launch of its newest contact center solution, CX Cloud Express. Designed as an expansion of the Company’s flagship cloud-native platform, Vonage Business Cloud (VBC), CX Cloud Express is a CRM-integrated contact center solution specifically architected to enable businesses to deliver great customer, agent and employee experiences.

CX Cloud Express seamlessly integrates with the VBC application, and is built on top of the One Vonage platform, a microservices architecture with the ability to meet the individual communications needs of all businesses. It is the first integrated offering of Vonage Business Cloud and the NewVoiceMedia contact center solution on a single stack.

“With the acquisition of NewVoiceMedia in 2018, Vonage now owns the entire technology stack required to deliver a fully programmable communications solution. And, we control our own roadmap and service reliability – from carrier to application,” said Jay Patel, Senior Vice President, Product Management.

Patel continued, “Businesses everywhere are competing on experience. CX Cloud Express now makes it possible for mid-sized businesses to deliver a great experience using a simple, easy-to-use platform. Reducing IT complexity for ease of use and deployment, CX Cloud Express seamlessly integrates with the mission-critical business applications and CRM tools businesses are already using.”

Key features of CX Cloud Express enable contact centers to deliver an unparalleled integrated experience for end customers, agents, and employees including:

  • Advanced voice capabilities, such as IVR and skills-based routing, to address customer needs as quickly as possible, increasing productivity and improving customer satisfaction.
  • Performance Management tools, such as customizable reporting and analytics, to optimize service levels, as well as streamline the agent and admin experience.
  • Broad integration capabilities leveraging the Vonage Integration Suite, including CRM integration with Salesforce, Zendesk, SugarCRM and others to enable screen pops, call logs, and note taking, as well as business application integrations with G Suite and Office 365.