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Moving toa VirtualContactCenterDrive Exceptional CustomerExperiences by Bringing TogetherVirtual Communications Inside andOutside Your Organizationvonage.com - 1

Long-term success in business is not justabout delivering a great product or service. It’sabout delivering a great customer experience.And that long-term success is only possiblewhen your contact center agents are ableto not only address the needs and goals ofcustomers today, but in the future.But in today’s fast-paced, multi-dimensionalbusiness world, the responsibility for deliveringexceptional customer service cannot residesolely with the physical contact center. It hasto transition to become the responsibility ofthe entire organization, irrespective of whereemployees are based. That’s why Vonage hastransformed user experience for the contactcenter and others in the organization, with onesingle interface for consistent and effortlessfully integrated business communications.Your team needs to know they can do theirjobs from anywhere, because their entirecommunications system is in the cloud andeasily accessible with an internet connection.Welcome to the modern,virtual contact center.vonage.com - 2

Turn CustomerFrustrationInto CustomerSatisfactionWe are living in a time of head-spinningchange. Everywhere you look there isdisruption and upheaval—and that was evenbefore a global pandemic swept across theworld. But one thing that hasn’t changed isthis: Companies must listen to their customersand engage with them effectively if they wantto deliver an exceptional customer experience.That means not just getting the messagesright, but also the mode of communication. Ifanything, this has become more critical thanever before, as consumers switch to digitalengagement in this fast-changing world.2/3are frustrated whenthey have to repeatthemselves*ALMOST1/2say there aren’tenough options toconnect in ways thatsuit their needs*1/3are frustratedwhen they cannotcommunicate insidea mobile or web app**Global Customer Engagement Report, June 2020vonage.com - 3

“Approximately 20 percent ofcustomer service interactionsrequire the assistance of someoneoutside of the contact center.With the tools to reach out tosubject matter experts in anorganization, contact centerprofessionals can provide fasterand better service to customers,leading to increased customersatisfaction and loyalty. WithVonage’s seamless integrationof unified communications andcontact center and consolidateddirectory, contact center agentscan reach out and connect withpeople in the organization withthe right skills and knowledgeto most effectively solve acustomer’s issue or query, leadingto first-contact resolution andmore satisfied customers.”Vonage enables unified communications users andcontact center agents to take advantage of the same setof common call controls, making it easier to communicateacross the business and swiftly address customerinquiries. Contact center agents can interact withcolleagues, customers, and prospects in the way thatsuits them best—through an embedded experience withintheir preferred CRM platform or the Vonage BusinessCommunications Desktop application, which features arange of interface options. By employing a simple loginwith the click of a button, the need to locate multiple logincredentials is eliminated. Agents can quickly login to thecontact center and control their availability for prospectsand customers—eliminating some of the most commonchallenges customers say they have when communicatingwith businesses.– Blair Pleasant, President & PrincipalAnalyst of COMMfusionvonage.com - 4

A Cloud Contact CenterDesigned for Your BusinessVonage Contact Center was built from the groundup as a cloud-native, multi-tenant CCaaS solutionthat enables organizations to have more successfulconversations with customers. It is based on anintelligent communications platform that integratesmessaging, communications, and customer backoffice data with an engagement engine that maximizescustomer relationships. Core contact centerfunctionality, such as omni-channel routing, selfservice IVR (that can also handle digital transactions),automated outbound dialing, screen pops, andassociated real-time CRM/Salesforce updates, areprovided globally with market-leading availabilityacross clustered data centers in each region.The deployment of Vonage Contact Center does not affect thecustomer’s enterprise architecture, but rather enhances theenterprise-wide footprint by simplifying administration globally.The platform offers a set of modern web services and a webAPI gateway that allow the customer to connect to the systemvia APIs as the need arises.It is also built based on a microservices-based cloudarchitecture, which is how we develop and release newfunctionality in the system. This allows the isolation of newfunctionality and the ability to scale differently from otherservices.Vonage Contact Center runs on the Public Cloud(AWS), and the solution is multi-tenant by virtue ofbeing native cloud. It is independent from any existingtelephony and IT infrastructure.Addressing Your Specific Business NeedsFrom sales to service, Vonage Contact Center empowers your agents to deliver exceptional customer experiences,irrespective of their location.vonage.com - 5

Service TeamsVonage Contact Center helps agents solve problems thefirst time, smooth tricky conversations, and add insightto everyday queries, creating exceptional customerexperiences.SUCCESS SNAPSHOT:SOLUTIONVertafore Insures It Delivers CustomerSatisfactionVonage Contact Center forSalesforce with Omni-ChannelIntegration.Vertafore is a company that provides software servicesto the insurance market and has been a strong performerfor years with great market share, healthy revenues, andhigh customer satisfaction scores. But it took VonageOmni-Channel Integration to bring them to the next levelof success.ChallengeFor customer support, Vertafore needed shorter holdtimes, a better overall experience, and more ways to getin touch.RESULTSIncreased customer satisfactionscores from 8.7 to 9.2 (out of 10),expanded omni-channel presence,increasing chat instances from 1,000per quarter to 4,000 while loweringheadcount by 20%. Average holdtime was reduced by 125 seconds.Read Morevonage.com - 6

Sales TeamsVonage’s Salesforce-integrated contact center makessales calls, cold calling, and warm calling more personal.Personal, engaging conversation means more sales.SOLUTIONSUCCESS SNAPSHOT:A combination of the VonageBusiness Communications unifiedcommunications service and theVonage Contact Center’s cloudbased contact center software forbusiness communications needsserves as a core part of the AxioAcceleration Platform.Axio Financial Makes Wise Investmentin CommunicationsRESULTSSince 2010, Axio Financial has been leading the wayin using SaaS and cloud-based services, working withbest-of-breed technology partners like Vonage to helpscale and innovate business workflows and operationsthroughout their entire structured products lifecycle.ChallengeAxio’s substantial growth required them to build a nextgeneration platform, including a full-featured contactcenter, that would integrate key strategic, application, andcommunication solutions to enhance user functionalityand support their expanded business demands.Axio Financial integrated voiceinteractions into key Salesforceworkflows, enabled mobile accessto advanced calling features, andimproved salesperson efficiency.Axio saw a 500% year-over-year talktime uplift for 2018. Outbound dialingattempts increased by 30% in thesame period.Read Morevonage.com - 7

IT TeamsVonage Contact Center makes IT easier, as it is 100%cloud-based and device-agnostic for telephonyinfrastructure, avoiding the headache of supportingmultiple legacy systems.SUCCESS SNAPSHOT:SOLUTIONEbury Capitalizes on TechnologyVonage Contact Center forSalesforceEbury employs a unique business model for theFinTech industry. Instead of solely relying on inboundmarketing for difficult-to-reach SME customers, Eburymakes outbound calls directly to potential clients.Vonage Contact Center for Salesforce adds ease andtransparency to their processes.ChallengeEbury also lacked visibility of the sales process across itsdifferent jurisdictions—the U.K., Spain, The Netherlandsand Poland—slowing the business’s progression. Eburyneeded a cloud-based sales process to further accelerateits growth.RESULTSEbury can now compare andunderstand performance across theglobal sales team. Managers can cutcall data in thousands of ways, givingthem better information for decisionmaking with real-time dashboardsto improve conversion rates andincrease sales.Read Morevonage.com - 8

Salesforce/CRMAdministratorsWhilst many claim Salesforce integration, Vonage ContactCenter is designed to behave like a Salesforce feature.It provides the admin tools and functions needed by aSalesforce admin.SUCCESS SNAPSHOT:SOLUTIONContact Center AdministrationSimplified for VolusionVonage Contact Center forSalesforceVolusion had a hodge-podge of disparate solutions thatwere hampering progress. They needed to move to asingle contact center solution for both service and sales.ChallengeEach department had its own relationship managementsoftware and their own telephony solution, resulting indisjointed communications and a lot of time-consumingfinessing to get systems working.RESULTSNow Volusion has one vendor,streamlined IT, and a solution thatoffers self-service for a greatlysimplified contact center solution.Learn morevonage.com - 9

TelephonyVonage telephony servers are separated fromthe contact center application. This allows theintroduction of voice POPs in remote locationsthat are managed by a remote contact center.A global voice routing solution that utilizeslocal voice delivery for agents and customersis also available, whilst global enterprises canmanage the call routing from a single globalinstance.Telephony and application servers run inclusters—without any single point of failure—and customers can be shifted to another datacenter within the region. The service operatesin at least two data centers per region and isdeployed in three regions around the globe.Modern API gateways operate in front ofservers that are used for internal Vonageapplication integration or for external customerapplication integration.Vonage Contact Center simply requires abrowser and a DID/DDI number for the endusers (agents or sales reps). The DID numbercan be provided through the Vonage BusinessCommunications UCaaS solution, overlaid ontop of an existing telephony infrastructure (e.g.IP PBX or traditional PBX, on-premises or inthe cloud) or any other service provider (e.g.landline for a home office).vonage.com - 10