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Vonage Expands Koopid Partnership to Offer Customers AI in the Contact Center

Tuesday, August 17, 2021 | by: Koopid

Vonage Holdings Corp, a global leader in cloud communications helping businesses accelerate their digital transformation, announced an expansion with long-time partner, Koopid, to offer AI-powered customer experience.

 

Excerpt is taken from Vonage: Growing Our Network…by Leaps and Bounds

 

Similar to employee expectations to work from anywhere, today’s consumer expects to interact with businesses on their channel of choice - whether that’s voice, video, messaging, social media chat - and businesses must have the tools in place to enable their employees to make meaningful connections with customers.

 

With the help of its vast partner network, Vonage is continuing to empower businesses, their employees and agents to enhance collaboration and engagement with customers - from anywhere in the world on whatever channel they choose.

 

AI in the Contact Center

Demand for and adoption of artificial intelligence (AI) tools is on the rise in a post-COVID era. The role of AI in the increasing and continuous need for remote delivery of services should be in a “human-plus” capacity: AI will help humans - whether the customer or the contact center agent - to get more done in less time, with interactive automation capabilities providing frictionless, seamless and personalized customer experiences using tools already embedded into the applications customers are comfortable using, thus providing a better experience for all.

 

By expanding on its long-time partnership with next-generation, AI-powered customer experience orchestration platform, Koopid, Vonage is empowering businesses to engage consumers across all digital channels and delivering unique AI technology to integrate these channels into the contact center.

 

“At Koopid, we are excited to work with Vonage to help brands deliver exceptional digital customer experiences using automation, supported by advanced contact center capabilities,” said Dan Nordale, Chief Revenue Officer at Koopid. “The Vonage Digital Engagement solution, powered by Koopid, offers Vonage customers transparency in the utilization of advanced digital automation, removing the ‘black box’ from around AI, and putting customer experience leaders in control across web, social, messaging and SMS.”

 

About Vonage

Vonage (Nasdaq:VG), a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging and Verification into existing products, workflows and systems. Vonage's fully programmable unified communications and contact center applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or anywhere, providing enormous flexibility and ensuring business continuity.

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