CPTV: Vonage Focuses on AI Across All Communication Channels

At Channel Partners Expo in March, I was fortunate to sit down with two top channel leaders from Vonage in this Channel Partners TV (CPTV) interview. I spoke with Kristy Thomas and Reggie Scales about how communications channels are expanding into omnichannel contact centers and the growing role of AI in this transformation.

“Partners need to be aware of all of the digital channels that are available in today's communication suite, and that's goes beyond just your unified communications and contact center,” said Scales, president of Vonage’s applications. “AI is also paying a big role in those comms channels. The key to these comm channels is connecting the front office and the back office and solving customer outcomes. We have to keep outcomes in mind. And AI is part of the revolution that we're a part of now. It's evolving quite rapidly.”

Thomas spoke of two big changes at Vonage since she took over as SVP of global channel and alliances last July. “No. 1, we have a better together story. We co-sell with ServiceNow, Salesforce and other technology-adjacent partners, and we understand the value of partnering in the triangulation,” she said. “For example, Salesforce plus Vonage plus technology consultants equals a higher win rate and better experience for the customer.

“The second change that we made is really near and dear to our heart. We align our sales team with where the partner is located. A lot of other suppliers and solutions out there don't do that. They align the sales team where the customer is located. Why you should care about that, and why it's wildly different is because our partners want to know who they're going to sell with, know what their engagement is, know how they follow up, and so that builds trust and rapport and ultimately velocity for our partners to work better together.”

Other topics we discussed include:

• Vonage gains close to 80% of its revenue through the channel.
• AI can add value as a point solution or a comprehensive solution, but customers need help explaining AI’s value to their CFOs.
• How Vonage can help partners use their technology to make money by increasing sales or save money for positive EBITDA.

There’s even more, so give the video a watch.