HOLMDEL, N.J., Oct. 30, 2019 /PRNewswire/ -- Vonage (NYSE:
VG), a global leader in business cloud communications, has
announced the launch of its Conversation API at the Company's user
and developer conference, Vonage Campus. As the newest addition to
the Vonage API Platform, the Conversation API enables developers
and enterprises to create customized, real-time conversations that
maintain context across multiple channels, including messaging and
voice.
With so many different communications channels, applications and
devices available in today's hyper-connected and digital world,
brands struggle to keep their interactions with customers
contextual, personalized and meaningful. By creating superior
customer journeys through conversations, the Conversation API helps
brands to streamline these interactions. Retaining context of
interactions by connecting various communications channels, even
custom or homegrown applications, at every customer touchpoint,
Vonage's Conversation API empowers businesses to seamlessly follow
the customer through their preferred mode of communication. From
authentication via SMS to customer support via messaging, voice or
video - all context is retained, all in a single thread.
Businesses are realizing that moving towards a conversational
model is a more natural form of communicating with their customers.
Providers today are moving toward a conversation model to address
the shift in consumer behavior in recent years that has been
largely driven by the proliferation of social channels, as well as
smartphone penetration, the availability of low cost/high-speed
bandwidth and the rapid advancement of practical AI. This focus on
the power of conversation is enabling new and exciting commercial
models, including Cognitive Commerce and Conversational
Commerce.
"Brands are increasingly competing on customer experience and
those that resonate the most with today's customer are those that
meet them where they are and where they feel the most comfortable -
whether that's messaging, voice, video or social," said
Roland Selmer, VP of Product
Management for Vonage. "The addition of Conversation API to our
already extensive portfolio of APIs empowers brands to bring
customer interactions together on one platform, seamlessly moving
with the customer across channels, keeping track of every
conversation without losing the context of the interaction - and
helping them to differentiate their business in a competitive
marketplace."
Understanding conversation context and history of these customer
interactions enables businesses to act on it, helping to create
better engagement and more meaningful connections that drive an
unforgettable customer experience and deeper relationships. Adding
action items or events to these interactions also helps to
personalize the customer journey. Whether that's highlighting when
an appointment was made, logging what pizza toppings were ordered
via voice transcription or sending SMS alerts when a package was
delivered, these interactions are available to businesses all in
one thread, enabling them to add context and meaning to each and
every touchpoint. This ability to connect disparate applications
gives brands the tools they need to power uninterrupted,
contextual, real-time conversations that deliver a truly unique
customer journey.
"The Vonage Conversation API is a timely and important product
that will help enterprises simplify and enable innovative digital
interactions with their customers," according to Courtney Munroe, GVP for Telecom and CPaaS
research at IDC. "The Vonage Conversation API will take the
complexity out of contextual omnichannel communications, while
enabling a personalized and streamlined customer engagement
process."
Selmer added, "In addition to enabling developers to quickly
implement a multi-channel ready solution to easily reach users on
the channel they prefer while preserving that native experience,
the Conversation API also eliminates the need to employ multiple
vendors and the development time needed to manage them."
Vonage's Conversation API is currently in beta.
About Vonage
Vonage is redefining business communications once again. We're
making communications more flexible, intelligent, and personal, to
help enterprises the world over, stay ahead. We provide unified
communications, contact centers and programmable communications
APIs, built on the world's most flexible cloud communications
platform. True to our roots as a technology disruptor, our flexible
approach helps us to better serve the growing collaboration,
communications, and customer experience needs of companies, across
all communications channels.
Vonage Holdings Corp. is headquartered in New Jersey, with offices throughout
the United States, Europe, Israel, Australia and Asia. To follow Vonage on
Twitter, please visit www.twitter.com/vonage. To become a fan on
Facebook, go to facebook.com/vonage. To subscribe on YouTube, visit
youtube.com/vonage.
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SOURCE Vonage
