Vonage Debuts First Integration Since NewVoiceMedia Acquisition

Vonage on Wednesday rolled out its first integrated Vonage Business Cloud and NewVoiceMedia offering, which follows Vonage’s acquisition of NewVoiceMedia for $350 million last September.

Designed as an expansion of Vonage’s flagship cloud-native platform, CX Cloud Express is a customer relationship management (CRM)-integrated contact center service to help businesses deliver “great customer, agent and employee experiences.” It debuted at this week’s Enterprise Connect 2019 conference.

Avaya, Masergy and others also have announced new products and services at the conference.

Vonage’s Jay Patel

“With the acquisition of NewVoiceMedia in 2018, Vonage now owns the entire technology stack required to deliver a fully programmable communications solution,” said Jay Patel, Vonage’s senior vice president of product management. “And, we control our own road map and service reliability — from carrier to application.”

Key features of CX Cloud Express include: advanced voice capabilities, such as interactive voice response (IVR) 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, Zendesk, SugarCRM and others.

“Businesses everywhere are competing on experience,” Patel said. “CX Cloud Express now makes it possible for midsize 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.”

More than 700 primarily midmarket and enterprise customers rely on NewVoiceMedia for a range of customer engagement use cases, from inbound customer support to outbound sales.

“We know that a great experience is enabled by great communications,” said Dennis Fois, president of NewVoiceMedia, a Vonage company. “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.”