Endress+Hauser Chooses Vonage to Enhance Customer and Agent Experience, Increase Productivity

Rhea-AI Summary

Vonage, a global leader in cloud communications and a part of Ericsson, announced a partnership with Endress+Hauser, a Swiss-based process and laboratory instrumentation supplier. Endress+Hauser will use Vonage Contact Center for Service Cloud Voice to enhance customer and agent experiences globally. This integration with Salesforce CRM aims to boost automation, intelligence, and engagement capabilities. With a workforce of nearly 17,000, Endress+Hauser seeks to streamline communication channels and capture vital customer insights. Key features include real-time transcription, AI-based capabilities, and omnichannel routing solutions. This move is expected to increase productivity and customer satisfaction.

Positive

• Endress+Hauser's adoption of Vonage Contact Center for Service Cloud Voice will integrate communication channels, reducing internal complexities.
• The solution will enhance customer and agent experiences through AI-based capabilities, real-time transcription, and omnichannel routing.
• Vonage’s platform integration with Salesforce CRM aims to optimize efficiency and engagement on a global scale.
• The partnership is expected to drive productivity and customer satisfaction by providing a consistent, personalized customer experience.

Negative

• There are no specific revenue figures or financial projections provided, making it difficult to quantify the financial impact of this partnership.
• The announcement lacks concrete timelines for the implementation and expected outcomes of the integration.

Vonage Contact Center for Salesforce Service Cloud Voice Enables Automation and Intelligent Call Routing Capabilities for Personalised Customer Experience

HOLMDEL, N.J., June 6, 2024 /PRNewswire/ -- Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ:ERIC), has announced that Endress+Hauser, a Swiss-based globally operating process and laboratory instrumentation and automation supplier, has chosen Vonage Contact Center for Service Cloud Voice to deliver consistent and personalised customer experience across all channels.

With a global workforce of almost 17,000, the family-owned company sought to fundamentally develop how they interacted with their customers. Vonage Contact Center for Service Cloud Voice couples their existing Salesforce CRM with Vonage Contact Center, bringing more automation, intelligence and engagement capabilities to the organisation on a global scale.

"Endress+Hauser was founded more than 70 years ago. While we are proud of our history, we want to ensure we are ready for the future," said Rob MacKenzie, Corporate Director Sales Excellence at Endress+Hauser. "We have staff working across different communication channels. In all channels, our people maintain and access customer data that helps us to improve the customer experience. Vonage Contact Center for Service Cloud Voice enables us to integrate our communications channels, reducing internal complexities while capturing vital insights, ensuring no gaps in the customer journey, enhancing both our employees' and the customers' experience."

Vonage is a leading contact centre partner for Salesforce providing a platform to deploy valuable services for businesses looking to manage, deploy and consolidate multiple communication solutions in order to drive overall efficiency. Vonage's AI capabilities, like real-time transcription, highly available global voice and telephony network, enterprise-grade Interactive Voice Response and omnichannel routing solutions integrate directly with Salesforce Service Cloud Voice and Einstein Intelligence. This allows businesses to create richer connections with their customers and improve agent experiences with a more informed and efficient view of the customer.

Thomas Plack, SVP and Head of Industry at Salesforce Germany said, "Service Cloud Voice provides agents with an integrated tool to answer, make calls and resolve customer issues. With this seamless agent experience, Endress+Hauser is delivering a proactive, personalised approach to their customers."

Savinay Berry, Executive Vice President, Product and Engineering, Vonage said, "Vonage solutions are designed to work with organisations like Endress+Hauser, who want to more deeply engage with customers to create memorable customer experiences while increasing agent satisfaction and the overall employee experience. With Vonage Contact Center for Service Cloud Voice, we fully integrate with Salesforce to optimise efficiency and leverage AI-based capabilities to provide a consistent, personalised customer experience."

To find out more about Vonage, visit www.vonage.com.

Salesforce, Einstein, Service Cloud and others are among the trademarks of Salesforce.com, inc.

About Vonage
Vonage, 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, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage's fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely - providing the flexibility required to create meaningful engagements.

Vonage is headquartered in New Jersey, with offices throughout the United States, Europe, Israel and Asia and is a wholly-owned subsidiary of Ericsson (NASDAQ: ERIC), and a business area within the Ericsson Group called Business Area Global Communications Platform. To follow Vonage on X (formerly known as Twitter), please visit www.twitter.com/vonage. To follow on LinkedIn, visit linkedin.com/company/Vonage/. To become a fan on Facebook, go to facebook.com/vonage. To subscribe on YouTube, visit youtube.com/vonage.

About Endress+Hauser

Endress+Hauser is a global leader in measurement and automation technology for process and laboratory applications. The family company, headquartered in Reinach, Switzerland, achieved net sales of more than 3.7 billion euros in 2023 with a total workforce of almost 17,000.

Endress+Hauser devices, solutions and services are at home in many industries. Customers thus use them to gain valuable knowledge from their applications. This enables them to improve their products, work economically and at the same time protect people and the environment.

Endress+Hauser is a reliable partner worldwide. Its own sales companies in more than 50 countries as well as representatives in another 70 countries ensure competent support. Production facilities on four continents manufacture quickly and flexibly to the highest quality standards.

Endress+Hauser was founded in 1953 by Georg H Endress and Ludwig Hauser. Ever since, the company has been pushing ahead with the development and use of innovative technologies, now helping to shape the industry's digital transformation. 8,900 patents and applications protect the Group's intellectual property.

For further information, please visit www.endress.com/media-center or www.endress.com

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SOURCE Vonage

FAQ

What is the purpose of Vonage partnering with Endress+Hauser?

The partnership aims to enhance the customer and agent experience by integrating Vonage Contact Center for Service Cloud Voice with Endress+Hauser's Salesforce CRM, boosting automation and engagement capabilities.

How will Endress+Hauser benefit from using Vonage Contact Center for Service Cloud Voice?

Endress+Hauser will benefit from reduced internal complexities, enhanced customer insights, improved productivity, and increased customer satisfaction through AI-based capabilities and omnichannel routing.

What are the key features of Vonage Contact Center for Service Cloud Voice?

Key features include real-time transcription, AI-based capabilities, omnichannel routing solutions, and seamless integration with Salesforce CRM.

When was the partnership between Vonage and Endress+Hauser announced?

The partnership was announced on June 6, 2024.

How might this partnership impact Ericsson's stock (NASDAQ:ERIC)?

The partnership could potentially have a positive impact by showcasing Ericsson's involvement in innovative cloud communication solutions, though specific financial impacts are not detailed.