Vonage
Case Studies
Revolutionizing Customer Experience: Vax's Journey with Vonage Contact Center
Overview
Revolutionizing Customer Experience: Vax's Journey with Vonage Contact CenterVonage |
Cybersecurity & Privacy - Identity & Authentication Management Networks & Connectivity - Gateways | |
Telecommunications | |
Human Resources Product Research & Development | |
Personnel Tracking & Monitoring Time Sensitive Networking | |
Cloud Planning, Design & Implementation Services Training | |
Operational Impact
The implementation of Vonage Contact Center for Salesforce revolutionized Vax's contact center. The Universal Call Distributor (UCD) links to Salesforce and ensures the best possible routing for customers when they call. The system can identify customers and make intelligent routing decisions based on whether a case exists, or if it is an escalated call and the customer has made a previous complaint. The IVR can be bypassed, providing a more efficient and personalized customer service. The cloud technology also allows advisors to log onto Vonage Contact Center with Salesforce integration wherever there is a phone line and internet connection, ensuring Vax can operate in the event of a disruption or disaster. The simple interface was an added bonus; engaged employees were soon delivering better results with engaged customers. | |
Quantitative Benefit
First contact resolution rose from 78% to an industry-leading 87% | |
Efficiency escalated, with headcount falling from 97 to 84 while handling the same number of contacts | |
Average call handling time was reduced by 20 seconds | |