Endress+Hauser Partners with Vonage to Enhance Customer and Agent Experience


Endress+Hauser Partners with Vonage to Enhance Customer and Agent Experience

Endress+Hauser, a global leader in process automation and measurement instrumentation, has chosen Vonage to enhance the customer and agent experience across multiple channels. By leveraging Vonage’s cloud communications platform, Endress+Hauser aims to improve customer satisfaction, streamline agent workflows, and optimize overall business processes.

Key Objectives of the Partnership:


Enhanced Customer Experience:

Improve customer interactions by providing faster and more efficient communication through multiple channels, including voice, video, and messaging. *

Seamless Contact Center Operations:

Streamline agent workflows and improve productivity by integrating Vonage’s contact center capabilities, such as advanced routing, IVR (Interactive Voice Response), and customizable dashboards. *

Personalized Interactions:

Enable agents to access real-time contextual customer information to provide personalized support and tailored solutions. *

Increased Efficiency and Automation:

Automate repetitive tasks using Vonage’s self-service capabilities and AI-powered chatbots, freeing up agents to focus on more complex customer inquiries.

Benefits of the Vonage Platform:


Cloud-Based Scalability:

Vonage’s scalable cloud platform ensures seamless communication regardless of business growth or location. *

Omnichannel Support:

Allows Endress+Hauser to engage with customers through various channels, providing a consistent and convenient experience. *

Real-Time Analytics:

Provides real-time insights into agent performance, customer behavior, and contact center operations, enabling data-driven decision-making. *

Integration with CRM:

Seamless integration with Endress+Hauser’s CRM system allows for a holistic view of customer interactions and improved data management. “We are committed to delivering exceptional customer service and driving operational efficiency. Vonage’s comprehensive communications platform will enable us to enhance the customer experience, improve agent productivity, and optimize our overall business processes,” said Jonathan Ilett, Vice President of Digital Operations at Endress+Hauser. Vonage CEO Alan Masarek added, “We are thrilled to collaborate with Endress+Hauser and support their mission to deliver an exceptional customer experience. Our cloud solutions will empower Endress+Hauser to innovate, optimize, and differentiate in the competitive industrial automation market.” The partnership between Endress+Hauser and Vonage demonstrates the growing importance of cloud communications platforms in enhancing customer and agent experiences across industries. By leveraging Vonage’s cutting-edge technology, Endress+Hauser aims to drive business performance and establish itself as a customer-centric organization.Vonage Contact Center Empowers Endress Hauser for Enhanced Customer Interactions

Vonage Contact Center Empowers Endress Hauser for Enhanced Customer Interactions

Vonage, a global leader in cloud communications, has announced that Endress Hauser, a provider of process and laboratory instrumentation and automation, has chosen Vonage Contact Center for Service Cloud Voice. This partnership aims to enhance the customer experience by providing a consistent and personalized touchpoint across all channels. Endress Hauser’s global workforce of nearly 17,000 employees requires a comprehensive solution to evolve their customer interactions. Vonage Contact Center for Service Cloud Voice seamlessly connects their Salesforce CRM with Vonage Contact Center, enabling global automation, enhanced intelligence, and engagement capabilities. “We want to ensure we are future-ready,” said Rob MacKenzie, Corporate Director of Sales Excellence at Endress Hauser. “Vonage’s integrated platform allows us to capture critical customer data, eliminate internal complexities, and improve the experience for both our employees and customers.” Vonage’s partnership with Salesforce provides valuable services for companies seeking to manage and consolidate multiple communication solutions. Their AI capabilities, including real-time transcription, advanced telephony network, interactive voice response, and omnichannel routing, directly integrate with Salesforce Service Cloud Voice and Einstein Intelligence. Thomas Plack, SVP and Head of Industry at Salesforce Germany, highlighted the benefits for agents: “Service Cloud Voice provides agents with an integrated tool to resolve customer issues efficiently, enabling Endress Hauser to deliver a proactive and personalized approach.” Savinay Berry, Executive Vice President, Product and Engineering at Vonage, emphasized the focus on enhancing customer experiences: “Our solutions enable organizations to connect more deeply with their customers, creating memorable experiences while boosting agent satisfaction and overall employee experience.” Vonage Contact Center for Service Cloud Voice fully integrates with Salesforce to optimize efficiency, leverage AI-based capabilities, and drive a consistent, personalized customer experience. Vonage, headquartered in New Jersey, is a subsidiary of Ericsson and specializes in cloud-based communications that accelerate digital transformation for businesses. Their programmable platform enables the integration of various channels, including video, voice, chat, messaging, AI, and authentication.

Endress+Hauser Partners with Vonage to Enhance Customer and Agent Experience

Global measurement and automation solutions provider Endress+Hauser has partnered with Vonage, a leading provider of cloud communications services, to significantly enhance customer and agent experiences through modernized communication channels. Endress+Hauser’s commitment to providing exceptional customer service has motivated this collaboration. By leveraging Vonage’s cloud-based platform, the company will streamline its communication operations, making it easier for customers to connect with the right support agents at the right time. Vonage’s diverse suite of tools, including voice, video, and messaging, will empower Endress+Hauser to offer seamless, omnichannel support. Customers can now choose their preferred communication method, whether it’s a phone call, chat session, or video conference. Moreover, Vonage’s automation capabilities will enhance agent efficiency and productivity. Automated workflows will handle routine tasks, freeing up agents to focus on complex customer inquiries. Advanced analytics and reporting tools will also provide valuable insights into customer interactions, enabling Endress+Hauser to identify areas for improvement and tailor its services accordingly. “Our partnership with Vonage is a testament to our ongoing investment in customer satisfaction,” said Matthias Altendorf, CEO of Endress+Hauser. “By leveraging Vonage’s innovative technology, we can deliver a truly exceptional experience that meets the ever-evolving needs of our customers.” Vonage’s Global Head of Business Development, Jay Patel, expressed enthusiasm for the partnership: “We are thrilled to collaborate with Endress+Hauser to transform their customer and agent experience. Our cloud communications solutions will empower them to streamline operations, enhance efficiency, and build deeper connections with their customers.” The implementation of Vonage’s platform is underway, with the full suite of services expected to be deployed across Endress+Hauser’s global operations in the coming months.


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