Vonage CX Cloud Express Review – Speedy CCaaS

On Oct 1, 2019

As today’s consumers continue to demand more from their interactions with businesses, the contact centre environment is growing increasingly complex. Today’s agents need to manage conversations across multiple platforms, from SMS to voice. What’s more, they need to keep their finger on the pulse of crucial customer information as they move from one channel to the next, too.

With so much complexity to overcome, it’s crucial to find a cloud contact centre solution that’s simple, scalable, and easy to access. The Vonage CX Cloud Express contact centre is an add-on solution that builds on top of the incredible functionality of Vonage Business Cloud. With this contact centre offering, companies can access the unified communication and contact centre functionality they need in a single platform environment.

Vonage CX Cloud: Features

The Vonage CX Cloud is designed to provide today’s businesses with the tools that they need to upgrade every customer interaction. This simple and scalable solution offers access to endless information on a single platform, as well as countless customisable features. With Vonage CX Cloud Express, agents can access a CRM-integrated solution for building better experiences for agents and customers alike.

By combining simplicity with state-of-the-art solutions for customer experience and communication, Vonage is helping businesses of all sizes to reduce their costs, minimise complexity, and increase performance. Features include:

Web browser-based administration
Customizable IVR
Analytics and customisable reports
Automatic call distribution
Universal queuing and skills-based routing
Fully-integrated IVR with ACD
Supervisor interface with training and monitoring features
Real-time analytics and insights
Call-forwarding
Call recording with adjustable rules
Outbound manual dialling
Configurable agent status
Agent interface with call controls

Vonage CX Cloud: Benefits

Vonage CX Cloud is a platform dedicated to giving businesses the freedom to transform their conversations with customers at every level. This cloud-based solution makes managing your unified communications, contact centre, and workforce optimisation tools simple, by combining everything you need into a single web browser-based environment.

With web-based administration, companies can manage and monitor their CX Cloud solution without having to download additional tools or manage new software. You can schedule IVRs, build call flows, and change permissions, all within a web-based platform. Some of the other significant benefits of Vonage CX Cloud include:

Custom reporting: Make sure you can prove the performance of your new CX strategy with customisable reports straight from Vonage. The Cloud CX Express solution comes with access to advanced reporting features that show information like abandonment rate, wait time, time to answer, call duration and more. You can even sync your data with the reporting dashboards of your business applications and CRM tools
Customise your customer intelligence: Give your agents access to the context they need to engage in meaningful conversations. Vonage integrates seamlessly with a range of crucial tools like G-Suite, Salesforce, and Microsoft Dynamics. With these customisable integrations, your agents will be able to gain a 360-degree view of each customer before they ever answer a call, increasing satisfaction from the first interaction to the last
Transform your business operations: With Vonage, you can set up a UC and CC solution that suits you, with scalable functionality that grows at the same speed as your business. Not only does this tool integrate with the applications that you use every day, but it also comes with more than 40 features to help you upgrade your conversations
Reliability and dependability: Vonage knows that every conversation matters for today’s companies. When you launch your CX solution on the Business Cloud, you get 99.999% uptime reliability guaranteed. Additionally, quality of service is enhanced with access to available SD-WAN technology
Simple to use and scale: Vonage CX Cloud is easy to set up as part of your Vonage Business Cloud solution. The company offers 24/7 customer support if you need guidance, and flexible month-to-month contracts, so you’re not tied into any unnecessary features

Vonage CX Cloud: Finishing Thoughts

Built on top of the reliable and highly scalable Vonage Business Cloud, the CX Cloud from Vonage comes with everything you need to simplify and optimise your conversations. Access the convenience of having all of your communication tools in the same web-based interface and enjoy the freedom of being able to scale your technology up and down at will.

What’s more, custom reporting and in-depth insights will mean that you always know where you need to grow and enhance your communication stack.

Have you experienced Vonage CX Cloud yet? Let us know what you think in the comments below.