Vonage, a global provider of cloud communications aiming to help businesses accelerate their digital transformation, has launched Proactive Connect, a tool that enables businesses to deliver customised, large scale, omnichannel campaigns and bulk messages, including two-way interactions with their customers, all from a single marketing, automation platform.
Vonage Proactive Connect provides a flexible and scalable way to initiate large-scale, external conversations across any channel via Vonage APIs Voice, SMS, and Messaging including MMS, WhatsApp, Viber, and Facebook Messenger. Available as an API and as a dashboard user interface (UI) Proactive Connect is designed to give businesses across industries, such as retail, banking, and utilities, the ability to create these connections for mission-critical customer communications. Examples include alerts on service outages and notifications/confirmations for appointments to reduce customer inquiries and increase business growth by promoting new products and services.
Proactive Connect also aims to give customers a faster way to receive answers to urgent questions and receive live support by messaging with intelligent bots, sales reps or support agents directly.
“With the ability to configure every aspect of a customer campaign, Vonage Proactive Connect is changing the way businesses engage with customers,” says Colin Brown, VP product, Vonage. “By delivering the tools needed to personalise engagement at scale, Proactive Connect is helping Vonage customers exceed business results by making connections with their own customers that resonate and build brand loyalty.”
Vonage Proactive Connect uses automated conversational workflows, including:
- AI-enabled solutions: Easily manage bulk synchronous or asynchronous inbound and outbound interactions across multiple channels. Route inbound responses to an AI-enabled virtual assistant to automate conversations or route to live contact centre agents.
- Omnichannel campaigns: Send bulk messages across voice and messaging channels from one platform
- Personalisation: Customise messages, offers, and response or send personalised content across channels using dynamic fields, such as proactive alerts for communicating service-impacting issues
- Two-way interactions: Enable two-way interactions with customers across multiple channels
- Low code dashboard: Low code dashboard UI empowers citizen developers and makes it easy for all developers to build faster
- Ability to rapidly scale: Easily scale personalised conversations and experiences with minimal effort
“Consumers are more connected than ever, putting higher expectations on brands to make those connections more personal and more immediate,” says Dave Michels, principal analyst at TalkingPointz. “Vonage Proactive Connect will enable businesses to meet this growing demand for meaningful connections with the simplicity of a low-code design even for large-scale campaigns as well as the ability to infuse them with AI-powered interactions and two-way communications for that personal touch. These are key differentiators for Vonage that will check the critical boxes that today’s digitally confident consumer is looking for when making their brand choices.”
Online caregiver search and selection service, epiCura, leverages technology to bridge the gap between at-home care for seniors and a vast network of caregivers. With a vision to revolutionise home care with a human touch and a digital approach, epiCura partnered with Vonage to address the challenge of reaching large volumes of providers in an effective way.
“By using Vonage’s Proactive Connect solution, epiCura was able to meet this challenge and improve our outreach efforts, enabling us to connect with more caregivers than ever before,” says Giuseppe Conte, operations manager of epiCura. “This ultimately helped epiCura fulfill our mission of providing high-quality at-home care to seniors, while also creating a more seamless and efficient user experience.”
Vonage Proactive Connect also integrates seamlessly with the singular Vonage Communications Platform (VCP) a combination of unified communications, contact centre, communications APIs and conversational commerce solutions enabling businesses to simplify their communications solutions and build conversational engagements without the need for multiple vendors. This includes the ability to integrate with low code/no code solution Vonage AI Studio to enable smart customer conversations in multiple languages, incorporating NLU and ML capabilities using artificial intelligence (AI).
Vonage Proactive Connect is currently in beta.
Comment on this article below or via Twitter: @VanillaPlus OR @jcvplus
