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VBC users now can leverage team messaging, file sharing, SMS and voice, available across any device, and can integrate directly with the capabilities of Business Inbox, including social messaging via Facebook, available in beta. VonageFlow is a fully integrated offering enabled by the cloud-based architecture of the VBC platform.
With VonageFlow, users experience “seamless interoperability” across VBC’s mobile app, new desktop app and upgraded web app, according to Vonage.
“With the launch of VonageFlow, Vonage is providing customers with a better omnichannel customer experience, and bringing a richer collaborative set of capabilities to our VBC customers,” said Ron Maayan, Vonage’s vice president of product.
By 2022, 70 percent of teams will rely on workstream collaboration as the primary means of communicating, coordinating and sharing information among team members, displacing email, according to Gartner.
“VonageFlow allows SMS and social messages to be routed directly into a team messaging environment,” said Brian Gilman, Vonage’s vice president of product marketing. “For instance, when customers contact a company with an issue via SMS or social messaging, all team members associated with that extension or business inbox would receive the message in real-time, no matter their location. This allows for more immediate recognition of customer issues and more efficient resolution. The team then has the ability to quickly collaborate to resolve the issue by sharing digital content; looping in additional colleagues as needed; and replying back to the customer, all within one simple platform.”