Deemed Proactive Connect, the freshly-launched unified communications tool: lets businesses of all sizes deliver customized, scalable, omnichannel experiences and bulk messages through varied platforms. According to Vonage, this includes two-way customer interactions: all from a single platform.
All this, of course, leveraging Vonage APIs like voice, SMS, and MMS, along with popular messaging apps like WhatsApp, Viber, and Facebook Messenger. Vonage says the platform is available as an API and a dashboard UI (user interface) – extending deployment flexibility.
The company sees the launch as more than significant, writing in a statement: that it is about giving those across various industries, such as retail, banking, and utilities: “the ability to create these connections for mission-critical customer communications.”
Vonage further states: “That could be anything from alerts on service outages to notifications/confirmation regarding appointments to reduce customer inquiries and increase business growth by promoting new products and services.”
The other half of the equation amounts to giving customers a quicker way to receive answers to urgent queries – via live support from messaging intelligent bots, sales reps, or support agents directly. There is plenty more to the offering; that launched today: so I will explore that below.
Vonage Says: Artificial Intelligence for the Win
In recent weeks, Vonage has (placed a heavy emphasis) on AI experiences, recently launching a suite of AI-powered tools that it hopes will propel CX (customer experience) across the board.
Now, it has launched yet another AI-fueled tool that would likely extend numerous perks to (users of said platform). For starters, it enables simple bulk message management; synchronous/asynchronous inbound and outbound interactions across various channels.
Users can also route inbound responses to an AI-enabled virtual assistant to automate conversations or route to live contact center agents: as needed.
Regarding personalization, users can customize messages, offers, and responses or send personalized content across channels using dynamic fields. And things like setting up proactive alerts that communicate things that might impact the quality of service – are also possible.
Also, it is not just one-way, but rather; two-way customer interactions – furthermore fostering customer engagement. And on the topic of low-code, Vonage continues its efforts on this front, this time – enabling as much via its latest launch. The dashboard’s UI (is built) on the principle of low code: extending a faster time to market for various tools like virtual agents, etc.
And it integrates with the ‘low’/no-code solution Vonage AI Studio it launched in September 2022 and with the Vonage Communications Platform (VCP) – a blend of comms APIs and a contact center solution.
Forget Low-Code: Vonage Drops No-Code API
While low-code tools are great, they still require (a certain level of) knowledge to pull off whatever a business may dream of. In (the instance) of its latest launch, Vonage says: Forget that: we have a new no-code experience, essentially arming anyone; with the willingness to “do,” to do just that.
Launching the Vonage Meetings API means anyone can now deliver a native conferencing experience (with no code). The embeddable video conferencing solution extends API and customizable video conferencing capabilities to any website or platform. Vonage says that this greatly:
“Enhances interactions by integrating visual engagement directly into the user experience or workflows without the need for developer expertise.”
Built to support those in the healthcare, finance, government, and education sectors, those folks may now very well benefit from a great deal of agility and the ability to enhance existing applications. They can do so via embedded, configurable, and customizable video: aimed at customer journey enhancement.
There is also the process of streamlining internal collaboration to consider. According to Vonage, the API offers up; seamless integration with existing business applications – delivering a native video chat look and feel. And, it notes, “the end user does not need to download another app and toggle between browser screens.”
All this, leveraging Vonage’s years of experience in WebRTC development. Also, the API extends a complete end-to-end user experience and interface, with simple room/user management, and a global dial-in.
On top of that, users can screen share, take advantage of whiteboarding functionality, leverage active speaker detection, chat, reactions, and record. To ensure things stay on track during meetings, moderation features are in order, including video/audio muting and participant blocking.
Security, Compliance, Lauangae Support, Etc.
For meeting security and in industries that demand a certain level of compliance: things like private meeting access, locked meetings, joining before the host, waiting rooms, passwords, and background blurring are possible. The Meeting API, according to Vonage, is HIPAA compliant for telemedicine applications, and regarding performance, that comes ready for web, native, or PSTN.
Finally, when it comes to customization and localization, users can add their logos and change the UI. They have access to a full RGB color palette, and the API supports English, Spanish, Italian, Brazilian-Portuguese, German, Catalan, French, and more.
Vonage’s robust Meetings API was named a “Best of Enterprise Connect Award Finalist for Best Innovation in Employee Experience Management:” with winners announced live at the event on March 28, 2023, in Orlando, FL.
A Case Study in Customer Success
For years, cloud-based Customer Relationship Management (CRM) platform for healthcare organizations, Tuotempo by Docplanner, says it implemented the Vonage Meetings API. It did so to “build on its success in providing physicians with programmable video capabilities for its telehealth platform.”
Gianfranco D’Aurelio, VP of Product for Tuotempo by Docplanner, added that it wanted to enhance the experiences patients had. As such, it recently deployed the brand new Meetings API.
“This gave us a way to easily and simply enhance our video offering to include additional features, as we were able to quickly create the multi-participant sessions that bring the entire care team together, which is so critical when providing medical care remotely, all supported in the language of the patient’s choosing,” D’Aurelio said.
It has, according to D’Aurelio, done wonders for the firm in Europe, with him calling it a “perfect fit for our business.” He credits the ability to integrate such capabilities directly into the company’s existing platform – without the need for onsite developer expertise or support – for the success the company’s seen post-deployment.
