Vonage Case Studies Vonage Contact Center Toolkit: Enhancing Customer Experience for Apptivo

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	Vonage Contact Center Toolkit: Enhancing Customer Experience for Apptivo Vonage

Vonage Contact Center Toolkit: Enhancing Customer Experience for Apptivo

Vonage

Technology Category	Application Infrastructure & Middleware - Middleware, SDKs & Libraries Networks & Connectivity - 5G
Applicable Industries	Equipment & Machinery Telecommunications
Applicable Functions	Sales & Marketing
Use Cases	Speech Recognition
Services	System Integration
Challenge	Apptivo, a company founded in 2010, provides an all-in-one solution for SMBs (Small and Medium-sized Businesses) at an affordable price. The company caters to over 250,000 businesses from 193 countries, ranging from independent consultants to billion-dollar enterprises. However, the challenge was to find a comprehensive and affordable solution that could deliver a rich customer contact center experience, regardless of the size of the company. The solution needed to connect IP and PSTN for voice communications and offer an omnichannel communication experience with a complete set of channels for messaging and voice. The challenge also included the need for global connectivity leveraging an extensive carrier network and webRTC. Read More
About Customer	Apptivo is a company that provides an all-in-one solution for SMBs. Founded in 2010 by Bastin Gerald, the company was created with the aim of catering to SMB companies with expansion in sight. Apptivo provides a variety of software to run businesses, including CRM solutions, operations, invoicing, supply chain, and more. The company is currently used by over 250,000 businesses from 193 countries around the world. Its platform supports a range of primarily SMB companies, from independent consultants to billion-dollar enterprises. The company's goal is to provide affordable solutions for these businesses. Read More
Solution	The solution came in the form of the Vonage Contact Center Toolkit (NCCT), which offers a bundling of multiple APIs and SDKs. This toolkit enables businesses to implement a state-of-the-art customer experience through the omnichannel. It comprises the Vonage Voice API and the Client SDK, delivering IP Voice and IP Messaging channels for businesses and contact centers to communicate with their customers on their preferred channel. The Vonage Messaging API allows user communication via social networks such as WhatsApp. With these tools, contact center and CRM software providers like Apptivo can select and add new channels to provide an omnichannel experience to their end users. They can customize their systems and tailor them to customers’ specific needs, easily deploying the channels and features needed to create a unique experience. The Vonage Contact Center Toolkit also enables contact centers to offer access to all of the features and capabilities to agents and users, on one single screen. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Networks & Connectivity - 5G

Applicable Industries

Equipment & Machinery

Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Speech Recognition

Services

System Integration

Challenge

Apptivo, a company founded in 2010, provides an all-in-one solution for SMBs (Small and Medium-sized Businesses) at an affordable price. The company caters to over 250,000 businesses from 193 countries, ranging from independent consultants to billion-dollar enterprises. However, the challenge was to find a comprehensive and affordable solution that could deliver a rich customer contact center experience, regardless of the size of the company. The solution needed to connect IP and PSTN for voice communications and offer an omnichannel communication experience with a complete set of channels for messaging and voice. The challenge also included the need for global connectivity leveraging an extensive carrier network and webRTC.

About Customer

Apptivo is a company that provides an all-in-one solution for SMBs. Founded in 2010 by Bastin Gerald, the company was created with the aim of catering to SMB companies with expansion in sight. Apptivo provides a variety of software to run businesses, including CRM solutions, operations, invoicing, supply chain, and more. The company is currently used by over 250,000 businesses from 193 countries around the world. Its platform supports a range of primarily SMB companies, from independent consultants to billion-dollar enterprises. The company's goal is to provide affordable solutions for these businesses.

Solution

The solution came in the form of the Vonage Contact Center Toolkit (NCCT), which offers a bundling of multiple APIs and SDKs. This toolkit enables businesses to implement a state-of-the-art customer experience through the omnichannel. It comprises the Vonage Voice API and the Client SDK, delivering IP Voice and IP Messaging channels for businesses and contact centers to communicate with their customers on their preferred channel. The Vonage Messaging API allows user communication via social networks such as WhatsApp. With these tools, contact center and CRM software providers like Apptivo can select and add new channels to provide an omnichannel experience to their end users. They can customize their systems and tailor them to customers’ specific needs, easily deploying the channels and features needed to create a unique experience. The Vonage Contact Center Toolkit also enables contact centers to offer access to all of the features and capabilities to agents and users, on one single screen.

Impact #1	The implementation of the Vonage Contact Center Toolkit has allowed Apptivo to enhance their customer experience through omnichannel communications. The toolkit has enabled Apptivo to customize their systems and tailor them to customers’ specific needs, easily deploying the channels and features needed to create a unique experience. This has resulted in smoother contact center functions with simple IVRs, WebSocket connectivity for sentiment analysis, transcription or virtual agent integration, and the ability to record and retain conversations to better understand their customers’ needs. The toolkit has also allowed Apptivo to offer all of these features and capabilities to their agents and users on one single screen, enriching their product offering without spending resources on building communication channels from scratch.

Impact #1

The implementation of the Vonage Contact Center Toolkit has allowed Apptivo to enhance their customer experience through omnichannel communications. The toolkit has enabled Apptivo to customize their systems and tailor them to customers’ specific needs, easily deploying the channels and features needed to create a unique experience. This has resulted in smoother contact center functions with simple IVRs, WebSocket connectivity for sentiment analysis, transcription or virtual agent integration, and the ability to record and retain conversations to better understand their customers’ needs. The toolkit has also allowed Apptivo to offer all of these features and capabilities to their agents and users on one single screen, enriching their product offering without spending resources on building communication channels from scratch.

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Overview

Vonage Contact Center Toolkit: Enhancing Customer Experience for Apptivo

Operational Impact