Business cloud communications provider Vonage today launched CX Cloud Express as an expansion of its Vonage Business Cloud.
CX Cloud Express is a CRM-integrated contact center solution. It seamlessly integrates with the VBC application and is built on top of the One Vonage platform, a microservices architecture. 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 of product management at Vonage, in a statement. "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 include the following:
- Advanced voice capabilities, such as interactive voice response and skills-based routing;
- Performance management tools, such as customizable reporting and analytics; and
- Broad integration capabilities leveraging the Vonage Integration Suite, including CRM integration with Salesforce.com, Zendesk, SugarCRM, and others to enable screen pops, call logs, and note taking, as well as business application integrations with Google's G Suite and Microsoft Office 365.
"Mid-sized business have typically been unable financially or technically to attain the sophistication of on-premises contact center solutions. With Vonage Business Cloud and CX Cloud Express, companies with hundreds of employees will begin to enjoy both the unified communications and contact center functionality reserved for much larger businesses in the past," said Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics, in a statement.
"We know that a great experience is enabled by great communications. The combination of Vonage Business Cloud and CX Cloud Express is an integrated communications offering like no other in the industry because it is built on a single stack. We are not only driving great experiences for our customers, we are also helping them create great experiences for their own customers, their agents, and their employees," said Dennis Fois, president of Vonage's Applications Group, in a statement.