1VONAGE CONFIDENTIAL

Welcome to the Experience Economy

Simon BurckhardtUK Managing Director

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Vonage Corp

- US based, New Jersey HQ

- $1bn+ revenue

- Consumer to B2B pivot

- M&A: 5 UC providers; Nexmo (CPaaS); New Voice Media (CCaaS); Tokbox

Vonage UK

- $20m business, 85k end points

- Focusing on SME

- 40% growth in 2018

- UC provider of the year award from ITSPA

New Voice Media UK in Nov with DPD, Deliveroo & Hotel Beds.com

Vonage Intro

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Insight led need for SMEs

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WELCOME TO THE EXPERIENCE ECONOMY

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By year 2020, customer experience will overtake price and product as the key brand differentiator.1

Businesses need to

FOCUS ON EXPERIENCEin order to survive.

1 Walker Study

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Companies that excel at CX have 1.5X more engaged employees than companies with poor CX.2

Experience must include

both the customer and

the employee.

Customer and employee

experiences are directly

linked and need to be

considered together.

EX CX

In 2 years’ time, 81% say they expect to be competing mostly or completely on the basis of CX.1

1Gartner, Customer Experience Survey 2Temkin Group, Experience Matters

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What Creates a Great Experience?

A great experience is enabled by great communications.

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Customer and employee communication needs are getting more complex and demanding.

Customers and employees communicate across multiple channels and devices and are increasingly mobile. They are

virtual, constantly connected, and expect a personalized experience.

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How Are Businesses Meeting the Experience Needs?

Starting their journeys at different points, moving to the Cloud and adding solutions as needed.

Poor customer and

employee experience.

This approach results in:

• Complex and siloed deployments

• Administrative and management challenges for IT Collaboration

Contact Center

Unified Communications

Voice

Video

CRM with Telephony Integration

APIs

Multiple Clouds

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It’s time for a new approach to deliver an

INTEGRATEDcommunications experience.

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Unified Communications

Programmable Communications

Contact Center

Build thoughtful, innovative experiences by leveraging solutions across the entire communications stack.

A Programmable Communications Platform is the innovation engine across all communications solutions stack, offering:

● Personalized, immediate and intuitive experiences

● Contextual communications to business critical applications

● APIs for messaging, voice, verification and insights

The Innovation Engine

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Start with your current need and add solutions as needed.

Your Journey

Contact Center

Programmable Communications

UnifiedCommunications

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THANK YOU