Vonage and NewVoiceMedia: Unified communications, contact centres, and communications platforms

Communications platforms as a service (CPaaS) offers another dimension to using the cloud. In light of changing customer demands and the role communications plays in this, delivering a good customer experience (CX) is a must. Thus, companies must be flexible enough to meet their evolving expectations. By embracing CPaaS, organisations can enjoy ultimate flexibility.

In the last of this three-part series, Jon Arnold of J Arnold and Associates speaks with Rishi Dave, CMO at Vonage. Rishi demonstrates how AI can help you resolve simple customer queries quickly. This has reinvented the role of the agent to deal with the higher level questions. By integrating call centres as a service (CCaaS), you can enjoy quick internal collaboration to get the customer to the right agent in this instance. Rishi then builds on this idea and demonstrates what he thinks this means for the future of experience. Furthermore, Rishi advises on customisation and personalisation capabilities of CPaaS. All in all, embracing CPaaS presents itself as a surefire way to keep ahead of competitors.