Convergence has been one of the biggest trends in the UC marketplace in recent years. As companies continue to demand more from their communication experiences, vendors have realised that they may not be able to offer the full-stack solution that businesses need by themselves. Fortunately, companies like Vonage aren't afraid of looking into acquisitions and mergers to help them grow.
As a leading provider of business communications solutions, Vonage is a growing disruptor in the modern marketplace. The company has always been committed to delivering the best cloud experiences for their customers, and with the recent acquisition of NewVoiceMedia, Vonage now has even more to offer.
I caught up with the SVP of Customer Success for Vonage, Ken McMahon, to find out more about where the brand is going.
Tell Us About Yourself
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Ken McMahon[/caption]
Ken McMahon is the Senior Vice President for Customer Success with Vonage. He's responsible for making sure that everything runs smoothly "post-sale" for a client. "My team includes everything from the professional services team to the support team, and customer success managers. We make sure customers get real value out of the solutions they're getting from Vonage."
Ken joined the company in February 2018 as Senior Vice President of Customer Success, responsible for all aspects of the customer experience for Vonage. Customer Success is crucial these days, and companies like Vonage are putting crucial customer moments first by combining the UCaaS and CCaaS stack.
“There are countless components that are vital to creating a memorable customer experience and our customer success team is committed to ensure we get each one of them right - every time,” said McMahon.
“From service delivery, account management, deployment and ongoing customer care - our global customer care organisation ensures an exceptional end-to-end customer journey at every touchpoint”
How Difficult Has it Been to Combine Vonage with NewVoiceMedia
According to McMahon, bringing Vonage and NewVoiceMedia together has been relatively simple. "The combination of NewVoiceMedia’s contact centre expertise and Vonage’s robust UCaaS offering gives us, as a unified company, flexible approach to creating the best customer experience. Together, we can offer a more comprehensive solution to our customers, with ongoing services and support to ensure a seamless transition and the best of both worlds."
Vonage has just released its first combined product with NewVoiceMedia, which is the "CX Cloud Express" CRM-integrated Contact Centre solution. Designed as an expansion of Vonage’s cloud-native unified communications platform, Vonage Business Cloud, together this offering provides an end-to-end communications solution. “We also just launched Number Programmability, service, now branded Smart Numbers, service which bring rich, programmable capabilities via communications APIs (such as chatbots, customised voice and messaging workflows and call routing) to any Vonage Business Cloud number, including those integrated with CX Cloud Express.”
The flexible services available from Vonage ensure that businesses can build the perfect customer service experience for end-users. For instance, if someone speaks to a chatbot and doesn't get the answer they need, their information and call will be automatically sent through to the contact centre. "An agent can then handle the call with context, reducing the need for customers to repeat themselves."