Vonage, inContact Enhance Call-Center Partnership

Vonage and inContact have expanded their partnership.

The agreement combines Vonage’s UCaaS services, nationwide MPLS network and SD-WAN offering with inContact’s contact-center technology to deliver a customer engagement platform for businesses.

Vonage’s Omar Javaid

Vonage’s Advanced Contact Center, powered by inContact, brings together Vonage’s cloud communications platform and inContact’s customer-interaction cloud to provide integration for a unified customer experience. The combined capabilities create inherent cost-saving opportunities, as well as a one-stop shop for enterprises with a centralized or dispersed contact-center team, Vonage said.

“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, Vonage’s chief product officer. “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.”

The inContact customer-interaction cloud helps organizations improve the  customer experience with a unified suite of omnichannel routing, workforce optimization and analytics — delivered on an enterprise-grade open cloud platform, the companies said.

Vonage Advanced Contact Center provides a direct line of communication between the agent and customer for connection via voice, live chat or email. inContact omnichannel routing, part of the customer-interaction cloud, intelligently routes all customer interactions and allows contact-center agents to provide personalized and proactive customer experiences.

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