Vonage Case Studies Headsets.com Built a Contact Center’s Contact Center with Vonage

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	Headsets.com Built a Contact Center’s Contact Center with Vonage Vonage

Headsets.com Built a Contact Center’s Contact Center with Vonage

Vonage

Technology Category	Application Infrastructure & Middleware - API Integration & Management Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Retail Telecommunications
Applicable Functions	Sales & Marketing
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Headsets.com, a leading headset supplier in North America, was using a legacy on-premise solution that was becoming obsolete and did not provide the kind of flexible, reliable connection to support the future of hybrid and remote work. The company needed a solution that would allow its agents to collaborate across the organization to most effectively serve customers, resolve their issues, and create an excellent customer experience. The challenge was to find a solution that would provide seamless integration from the same platform, enabling agents to choose when, where, and how they're 'in the office'. Read More
About Customer	Headsets.com has been America’s headset specialists for 25 years, providing over 1.5 million businesses with high-quality, ergonomic wired or wireless headsets for office or remote work. As the leading headset supplier in North America, the company prides itself on its peerless customer service, which it refers to as 'customer love'. From start to finish, at every touchpoint, the Headsets.com customer experience is paramount. The company is the prime retailer of Leitner headsets. Read More
Solution	To meet their high standards of customer experience, Headsets.com turned to Vonage Business Communications (VBC) for a flexible, unified communications experience for their on-site and hybrid work employees. This was integrated with Vonage’s contact center solution for increased productivity and personalized, intelligent customer connections. With Vonage, the Headsets.com team was able to strategically build both internal and external communications workflows that power exceptional experiences for both customers and employees. The solution provided by Vonage allowed Headsets.com agents to collaborate across the organization to most effectively serve customers, resolve their issues, and create an excellent customer experience. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Retail

Telecommunications

Applicable Functions

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Headsets.com, a leading headset supplier in North America, was using a legacy on-premise solution that was becoming obsolete and did not provide the kind of flexible, reliable connection to support the future of hybrid and remote work. The company needed a solution that would allow its agents to collaborate across the organization to most effectively serve customers, resolve their issues, and create an excellent customer experience. The challenge was to find a solution that would provide seamless integration from the same platform, enabling agents to choose when, where, and how they're 'in the office'.

About Customer

Headsets.com has been America’s headset specialists for 25 years, providing over 1.5 million businesses with high-quality, ergonomic wired or wireless headsets for office or remote work. As the leading headset supplier in North America, the company prides itself on its peerless customer service, which it refers to as 'customer love'. From start to finish, at every touchpoint, the Headsets.com customer experience is paramount. The company is the prime retailer of Leitner headsets.

Solution

To meet their high standards of customer experience, Headsets.com turned to Vonage Business Communications (VBC) for a flexible, unified communications experience for their on-site and hybrid work employees. This was integrated with Vonage’s contact center solution for increased productivity and personalized, intelligent customer connections. With Vonage, the Headsets.com team was able to strategically build both internal and external communications workflows that power exceptional experiences for both customers and employees. The solution provided by Vonage allowed Headsets.com agents to collaborate across the organization to most effectively serve customers, resolve their issues, and create an excellent customer experience.

Impact #1	Headsets.com was able to provide a seamless, unified communications experience for their on-site and hybrid work employees.
Impact #2	The company was able to integrate Vonage’s contact center solution for increased productivity and personalized, intelligent customer connections.
Impact #3	The solution allowed Headsets.com to strategically build both internal and external communications workflows that power exceptional experiences for both customers and employees.

Impact #1

Headsets.com was able to provide a seamless, unified communications experience for their on-site and hybrid work employees.

Impact #2

The company was able to integrate Vonage’s contact center solution for increased productivity and personalized, intelligent customer connections.

Impact #3

The solution allowed Headsets.com to strategically build both internal and external communications workflows that power exceptional experiences for both customers and employees.

Benefit #1	Headsets.com has a 98% success rate in answering every call live within just four rings.

Benefit #1

Headsets.com has a 98% success rate in answering every call live within just four rings.

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Overview

Headsets.com Built a Contact Center’s Contact Center with Vonage

Operational Impact

Quantitative Benefit