Southern Cross Credit Union Boosts Customer Engagement with Vonage Fusion

Rhea-AI Summary

Vonage, a part of Ericsson, has integrated its unified communications and contact center solution with Salesforce Service Cloud to enhance customer engagement and agent experience. Southern Cross Credit Union in Australia has chosen Vonage Fusion to streamline digital solutions and better support customers while leveraging its existing investment in Salesforce.

Insights

Market Research Analyst

The integration of Vonage Fusion with Salesforce Service Cloud represents a strategic move within the Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) market segments. This convergence is a response to the increasing demand for seamless communication and customer service solutions that can adapt to the evolving digital landscape. Southern Cross Credit Union's (SCCU) adoption of Vonage Fusion highlights a broader industry trend where organizations prioritize customer engagement and operational efficiency.

From a market perspective, this collaboration between Vonage and Salesforce could potentially elevate Vonage's competitive positioning in the cloud communications sector. The enhanced service offering may attract new customers seeking integrated solutions and could lead to increased market share and revenue growth for Vonage. Furthermore, as businesses like SCCU report positive outcomes from such integrations, it may encourage other organizations to follow suit, potentially driving up demand for Vonage's services.

However, the market for UCaaS and CCaaS is highly competitive, with numerous players offering similar integrations. Vonage's ability to distinguish its offering and demonstrate clear ROI to potential clients will be critical for long-term success. Additionally, market analysts will monitor customer adoption rates and feedback to gauge the impact on Vonage's financial performance and stock valuation.

Financial Analyst

The announcement of Vonage Fusion's integration with Salesforce Service Cloud is likely to have implications for Vonage's financial performance. The enhanced platform could lead to operational cost savings for SCCU by consolidating communication channels and reducing the complexity of their customer service operations. For Vonage, the partnership with SCCU could result in increased revenue streams through subscription growth, as well as potential upselling opportunities for additional features and services.

Investors will be interested in monitoring the uptake of Vonage Fusion among existing and new clients, as this could be a strong indicator of future earnings potential. Positive client outcomes, such as increased efficiency and customer satisfaction reported by SCCU, can serve as case studies to attract further business. This could ultimately be reflected in Vonage's stock performance, particularly if the integration leads to a significant competitive advantage and market differentiation.

It is also important to consider the scalability of Vonage Fusion. If the solution can be easily adapted to different business sizes and industries, it may open up a larger addressable market, contributing to a more robust growth trajectory for Vonage. Financial analysts will keep an eye on customer acquisition costs and the long-term value of the customer base to assess the sustainability of growth fueled by such technological advancements.

Technology Analyst

The technical implications of Vonage Fusion's integration with Salesforce Service Cloud are significant for the UCaaS and CCaaS industries. The ability to provide a unified platform that enhances both agent and customer experiences through a single 'pane of glass' approach is a considerable technological achievement. This integration enables a more streamlined and efficient communication workflow, which is crucial for businesses looking to optimize their operations in the digital age.

From a technological standpoint, the integration's success hinges on its reliability, scalability and the seamless user experience it provides. The inclusion of features such as a mobile app, video conferencing, omnichannel support and AI Virtual Assistant positions Vonage Fusion as a comprehensive solution that addresses the current work-from-anywhere trend.

Technology analysts will evaluate the robustness of the integration, the ease of deployment and management and the effectiveness of the solution in improving operational metrics. The technical adaptability of Vonage Fusion to various business sizes and its ability to integrate with a wide range of CRM and business applications are also key factors that will influence its adoption rate and, consequently, its impact on Vonage's market position.

Vonage Fusion, a unified communications and contact center solution, integrated with Salesforce Service Cloud, enhances both customer engagement and agent experience

HOLMDEL, N.J., Feb. 7, 2024 /PRNewswire/ -- Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), has been chosen by Southern Cross Credit Union (SCCU), a community-based organization committed to its purpose of supporting customers through their financial life stages. With Vonage Fusion, a Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solution, SCCU is leveraging a common, flexible platform where these solutions can work in harmony across various departments and to scale up or down as needed.

Located in New South Wales, Australia, SCCU's customer-led strategy means that people and conversations are at the center of everything the company does. The organization has been heavily investing in more streamlined digital solutions, choosing Vonage Fusion to better support customers across Australia and to continue expanding its reach without compromising on quality of service. And, by leveraging its existing investment in Salesforce, coupling Vonage Fusion's contact center capabilities with deep integration into Service Cloud, SCCU is driving engagement for both employees and customers at every touchpoint.

"Over the past few years, we have experienced significant growth as a credit union, but, like everyone else, we were forced to adjust the way we do business when the pandemic hit. Consequently, our call center became a much bigger focus. Our customers were accustomed to personalized service, so without the possibility of face-to-face contact, they were reaching out to tell us they needed other options," explains Tara Armbruster, Customer Service Centre Manager, SCCU. "We already had Salesforce as our CRM platform, but we knew that what we had been doing just wasn't working any longer."

Through Vonage Fusion, customers get access to industry-acclaimed and award-winning UCaaS and CCaaS solutions that are deeply integrated with today's business productivity tools to drive business growth and improve work efficiency among employees. This allows customers to tap into the most diversified portfolio of communication technologies to further differentiate and accommodate the changing needs of the business. According to a recent study by Frost & Sullivan, over 95% of businesses recognize that tightly integrating UCaaS and CCaaS applications is important for their organization.* Vonage Fusion is the perfect choice for businesses wanting to become more agile, build differentiation and accelerate customer loyalty to create seamless and personalized employee and customer experiences through a single solution.

Continued Armbruster, "With Vonage Fusion, and the ability to seamlessly integrate its contact center with Salesforce Service Cloud, our team has access to a dynamic dashboard across a single pane of glass to see what is happening with each customer. When a call comes in, we know exactly who that person is, so we can pull up their data before even saying hello and we feel like we are one step ahead. The platform gives us control over what we want to see from front office and back office, all in one place."

Businesses like SCCU that are entering the next phase of digital transformation are seeing the value and benefit in the convergence of their unified communications and contact center solutions. With Vonage Fusion's seamless integration of the two solutions, SCCU is able to meet the evolving needs of employees to connect and collaborate, while maintaining deep engagement with customers. In addition, working with a single provider for all their internal and external communication needs enables SCCU to become more agile while lowering their operational costs.

"With solutions like Vonage Fusion, we are helping customers of all sizes build seamless and personalized employee and customer engagement through complementary communications solutions," said Ron Maayan, SVP Product Management for Vonage. "We are thrilled to work with innovative businesses like SCCU to create exceptional employee and customer experiences in a world where digital engagement is on the rise, and effective communication with customers and collaboration among team members are both essential for success."

"Customer experience continues to be a critical, strategic driver of success for businesses today," said Nancy Jamison, Senior Industry Director, Frost & Sullivan. "This is creating an amplified need for agility, transparency and seamless communication across the business for organizations. By unifying both front office and back office - the convergence of UCaaS and CCaaS solutions - all employees become integral to the customer experience, making it easier to build the kind of engagement that helps businesses stand out in a crowded and competitive landscape. Providers that make this integration easy by offering a single solution and one point of contact for these services are leading the next generation of collaboration in the tech space."

In addition to deep and seamless integration with today's leading business productivity tools, Vonage Fusion includes:

• A desktop and mobile app to enable a work from anywhere experience for employees
• Vonage Meetings video conferencing solution, embedded directly within the application
• Easy-to-implement and manage omnichannel features that enable agents to connect with customers easily and wherever they are most comfortable - voice, video, messaging, chat, and more
• More than 50 features and apps, such as Simultaneous Ring, Auto Attendant, AI Virtual Assistant, Business Call Recording, Virtual Extension, and many more to empower users to work from home, the office, or on-the-go
• An App Center to easily obtain add-ons and integration into high-value CRM and business applications

Read the full case study to find out more about how SCCU is leveraging Vonage Fusion to transform how businesses communicate and operate from the office or anywhere, providing enormous flexibility, ensuring business continuity and enhancing customer engagement.

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

* Merging Skies: Integrating UCaaS and CCaaS. Frost & Sullivan. December 2023.

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 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.

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SOURCE Vonage

FAQ

What is Vonage Fusion and how is it related to Ericsson?

Vonage Fusion is a unified communications and contact center solution that is integrated with Salesforce Service Cloud. It is related to Ericsson as Vonage is a part of Ericsson.

Which organization has chosen Vonage Fusion and what is its purpose?

Southern Cross Credit Union (SCCU) has chosen Vonage Fusion. Its purpose is to support customers through their financial life stages.

Where is SCCU located and what is its customer-led strategy?

SCCU is located in New South Wales, Australia. Its customer-led strategy means that people and conversations are at the center of everything the company does.

What are the benefits of Vonage Fusion for SCCU?

Vonage Fusion allows SCCU to leverage a common, flexible platform for unified communications and contact center solutions, and to scale up or down as needed. It also integrates deeply into Salesforce Service Cloud to drive engagement for both employees and customers.

How does Vonage Fusion help SCCU's customer service center?

Vonage Fusion gives SCCU's team access to a dynamic dashboard across a single pane of glass to see what is happening with each customer. It provides control over front office and back office data, all in one place.

What are the benefits of integrating UCaaS and CCaaS applications for businesses?

Over 95% of businesses recognize that tightly integrating UCaaS and CCaaS applications is important for their organization. It allows businesses to become more agile, build differentiation, and accelerate customer loyalty to create seamless and personalized employee and customer experiences through a single solution.

What additional features does Vonage Fusion include?

Vonage Fusion includes a desktop and mobile app, Vonage Meetings video conferencing solution, omnichannel features, more than 50 features and apps, and an App Center to easily obtain add-ons and integration into high-value CRM and business applications.