Vonage Enhances Partnership with inContact



Vonage, a provider of cloud communications for business, has enhanced its partnership with inContact, combining its UCaaS cloud solutions, Quality of Service (QoS) via its nationwide MPLS network, and SD-WAN solution, SmartWAN, and inContact's contact center technology to create a single customer engagement platform for businesses.

Vonage's Advanced Contact Center, powered by inContact, uses Vonage's cloud communications platform and inContact Customer Interaction Cloud to provide seamless integration into 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 at Vonage, in a statement. "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."

Vonage Advanced Contact Center enables a direct line of communication between the agent and customer 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 Google's G Suite.

"We are pleased to be working with Vonage to deliver a combined unified communications and contact center solution for midsized and enterprise organizations," said Brett Theisen, senior vice president of inContact, in a statement. "More and more companies are recognizing the benefits of cloud technology to modernize their customer service operations and streamline the customer experience."

Mobile Medical Examination Service, (MedXM), a provider of 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. 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 .

"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 of MedXM, in a statement. "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."