Vonage Contact Center Toolkit: Enhancing Customer Experience for Apptivo
Technology Category
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
- Networks & Connectivity - 5G
Applicable Industries
- Equipment & Machinery
- Telecommunications
Applicable Functions
- Sales & Marketing
Use Cases
- Speech Recognition
Services
- System Integration
About The Customer
Apptivo is a company that provides an all-in-one solution for SMBs. Founded in 2010 by Bastin Gerald, the company was created with the aim of catering to SMB companies with expansion in sight. Apptivo provides a variety of software to run businesses, including CRM solutions, operations, invoicing, supply chain, and more. The company is currently used by over 250,000 businesses from 193 countries around the world. Its platform supports a range of primarily SMB companies, from independent consultants to billion-dollar enterprises. The company's goal is to provide affordable solutions for these businesses.
The Challenge
Apptivo, a company founded in 2010, provides an all-in-one solution for SMBs (Small and Medium-sized Businesses) at an affordable price. The company caters to over 250,000 businesses from 193 countries, ranging from independent consultants to billion-dollar enterprises. However, the challenge was to find a comprehensive and affordable solution that could deliver a rich customer contact center experience, regardless of the size of the company. The solution needed to connect IP and PSTN for voice communications and offer an omnichannel communication experience with a complete set of channels for messaging and voice. The challenge also included the need for global connectivity leveraging an extensive carrier network and webRTC.
The Solution
The solution came in the form of the Vonage Contact Center Toolkit (NCCT), which offers a bundling of multiple APIs and SDKs. This toolkit enables businesses to implement a state-of-the-art customer experience through the omnichannel. It comprises the Vonage Voice API and the Client SDK, delivering IP Voice and IP Messaging channels for businesses and contact centers to communicate with their customers on their preferred channel. The Vonage Messaging API allows user communication via social networks such as WhatsApp. With these tools, contact center and CRM software providers like Apptivo can select and add new channels to provide an omnichannel experience to their end users. They can customize their systems and tailor them to customers’ specific needs, easily deploying the channels and features needed to create a unique experience. The Vonage Contact Center Toolkit also enables contact centers to offer access to all of the features and capabilities to agents and users, on one single screen.
Operational Impact
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