Vonage Expands UCaaS, CCaaS Capabilities with Embedded Video SwitchVonage Expands UCaaS, CCaaS Capabilities with Embedded Video Switch
In this edition of the No Jitter Roll, we catch up with Vonage's new UCaaS/CCaaS capabilities and review the week in coverage.
April 8, 2022
Welcome to the No Jitter Roll, our regular recap of the news around enterprise communications. In this edition of the No Jitter Roll, we catch up with Vonage's new UCaaS and CCaaS capabilities, plus review the week in coverage.
Vonage Expands UCaaS, CCaaS Capabilities with Embedded Video Switch
Vonage added a single-button switch to its UCaaS solution, Vonage Business Communications (VBC), and its CCaaS solution, Vonage Contact Center (VCC). As a result, users within these systems can use an embedded video API to launch calls and meetings directly from any web-based application, such as a spreadsheet or project plan. A November 2021 Vonage report found that consumers' preference for connecting with businesses using video has tripled since January 2020, with 38% of survey respondents favoring video calls when collaborating with people.
So long as their customer-care platform has Visual Engagement for VCC embedded within, customer agents working within Salesforce, Microsoft Dynamics, ServiceNow, or Zendesk can escalate any conversation to a video call through the one-click interface. Vonage says this solution also empowers businesses to reduce time to resolution through personalized, high-touch interactions, resulting in happier customers.
“Visual communications are now essential to everyday interactions. It became how we communicate with our colleagues, friends, and family, and it’s perfectly logical that customer interactions will also benefit by expanding beyond audio-only experiences, particularly in high-touch sectors,” Dave Michels, Principal Analyst at TalkingPointz, said. “Vonage’s enhanced video capabilities will help elevate collaboration at the click of a button, enabling better connections and engagement.”
Catch Up on This Week's No Jitter Reading
Here's what our contributors covered this week:
Enterprise Connect 2022: The View from IT— "IT must partner closely with business units and be flexible as the return-to-office plays out in 2022."
How a False Perception About the iPhone Has Hurt Tech Training—"It’s a personal choice to not read your iPhone manual—but a demonstrably poor business decision to argue no one needs training to use a unified communications platform."
Top 10 Items To Include in Your NG911 Project Plan—"While every enterprise has a unique set of requirements for emergency response services, there are some common steps to consider when creating a project plan."
Enterprise Connect 2022: Industry Trends and Common Themes—Contributor Blair Pleasant identified three emerging areas of consensus at the show.
Scheduling Meeting Spaces: Is the Conference Room Available? —"One Enterprise Connect attendee sings praises of low-cost room occupancy and reservations technology."
The Mobility-Powered Desktop of the Future—"Softphone apps on our desktop and mobile screens appear likely to replace desktop phones within the next decade."
Is Digital Transformation Real or Hype?—"Unified communications providers may best serve customers by manufacturing on-premises and UCaaS platforms."
