Holmdel, NJ, USA, May 12, 2020 - Vonage (Nasdaq: VG), a global business cloud communications provider, has announced the expansion of its Vonage Contact Center capabilities to include seamless integration with ServiceNow, a digital workflow company. Vonage Contact Center for ServiceNow enables businesses with contact centers that rely on customized agent, employee, and customer workflows to deliver customer experiences and enhanced productivity.
Now more than ever, enterprises are digitally transforming and more reliant on mission-critical customer service and productivity tools to keep their employees and customers connected and working efficiently. Vonage Contact Center integrates with ServiceNow's enterprise-level Customer Service Management solution to deliver an all-in-one unified platform.
"ServiceNow is a fast-growing SaaS solution in the service management space," said Jay Patel, Chief Product Officer for Vonage. "With the ability to offer solutions that support ServiceNow and other leading business apps - all within our Vonage Contact Center solution - we are helping businesses to leverage their mission critical productivity tools along with the workflows they need to enable their agents to be more efficient, more productive and better serve customers in real time."
"The need for enhanced customer workflows has been accelerated in the wake of COVID-19. By combining ServiceNow's leadership in digital workflows with Vonage's advanced cloud communications technology, we are equipping customers with advanced technology solutions to help them increase productivity and deliver great customer experiences," said Farrell Hope, Senior Vice President of Customer Workflows at ServiceNow.
Prakash Shah, Senior Digital Operations Product Manager at Vodafone Business commented, "We wanted to improve customer visibility and the support experience delivered to our large corporate customers across Vodafone Business, and Vonage Contact Center for ServiceNow helps us to achieve this. The deep integration with ServiceNow enables our global service desk team to operate within the platform and respond to calls equipped with all the right information about the customer and call history. Additionally, all the interaction data is automatically captured within ServiceNow, providing enhanced customer visibility. Vonage Contact Center helps us to deliver a great experience for our customers and service desk teams."
"Many companies are moving to ServiceNow for digital workflows and cloud-based service management, just as businesses with premises-based contact centers have been moving to the cloud with Vonage Contact Center," according to Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics, LLC. "The partnership of Vonage and ServiceNow is allowing businesses to seamlessly blend service management, communications-enabled digital workflows and customer care across a single pane of glass for a truly unified agent and customer experience."
Posted by Veronica Silva Cusi, news correspondent
Vonage (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.
ServiceNow is a platform-as-a-service provider of IT service management software. It was founded in 2003 by Fred Luddy, the previous CTO of Peregrine Systems and Remedy Corporation.
Published: Wednesday, May 13, 2020
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