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News : Vonage Conversation API to Drive Customer Experience Through Conversations

#contactcenterworld, @vonage

Holmdel, NJ, USA, Oct 30, 2019 -- Vonage (NYSE: VG), a global provider in business cloud communications, has announced the launch of its Conversation API at the Company’s user and developer conference, Vonage Campus. As the newest addition to the Vonage API Platform, the Conversation API enables developers and enterprises to create customised, real-time conversations that maintain context across multiple channels, including messaging and voice.

Businesses are realising that moving towards a conversational model is a more natural form of communicating with their customers. Providers today are moving toward a conversation model to address the shift in consumer behavior in recent years that has been largely driven by the proliferation of social channels, as well as smartphone penetration, the availability of low cost/high-speed bandwidth and the rapid advancement of practical AI. This focus on the power of conversation is enabling new and exciting commercial models, including Cognitive Commerce and Conversational Commerce.

"Brands are increasingly competing on customer experience and those that resonate the most with today’s customer are those that meet them where they are and where they feel the most comfortable - whether that’s messaging, voice, video or social," said Roland Selmer, VP of Product Management for Vonage. "The addition of Conversation API to our already extensive portfolio of APIs empowers brands to bring customer interactions together on one platform, seamlessly moving with the customer across channels, keeping track of every conversation without losing the context of the interaction - and helping them to differentiate their business in a competitive marketplace."

"The Vonage Conversation API is a timely and important product that will help enterprises simplify and enable innovative digital interactions with their customers," according to Courtney Munroe, GVP for Telecom and CPaaS research at IDC. "The Vonage Conversation API will take the complexity out of contextual omnichannel communications, while enabling a personalised and streamlined customer engagement process."

Selmer added, "In addition to enabling developers to quickly implement a multi-channel ready solution to easily reach users on the channel they prefer while preserving that native experience, the Conversation API also eliminates the need to employ multiple vendors and the development time needed to manage them."

Vonage’s Conversation API is currently in beta.

#contactcenterworld, @vonage

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Vonage:
Company LogoVonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate. Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.
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Today's Tip of the Day - Look Under The Hood!

Read today's tip or listen to it on podcast.

Published: Friday, November 1, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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