Vonage
Case Studies
The Trevor Project's Lifesaving Transformation with Vonage’s Contact Center Solution
Overview
The Trevor Project's Lifesaving Transformation with Vonage’s Contact Center SolutionVonage |
Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Middleware, SDKs & Libraries | |
Telecommunications | |
Personnel Tracking & Monitoring Time Sensitive Networking | |
System Integration Training | |
Operational Impact
The implementation of Vonage Contact Center and Salesforce integration significantly improved the operational efficiency of The Trevor Project. The new system allowed the organization to decentralize its call centers and enable remote capabilities for their crisis counselors, a critical need during the COVID-19 pandemic. The integration of Vonage and Salesforce also streamlined the counselors' workflow, enabling them to focus more on their conversations with the youth and less on navigating different applications. The reliability and uptime provided by Vonage gave the organization the confidence that they could reliably take calls and that counselors would be available and supported when they answered a call. The responsiveness and support from the Vonage Contact Center team also contributed to the successful transition and ongoing operations. | |
Quantitative Benefit
In the first year of implementing Vonage and Salesforce, The Trevor Project was able to take over 61,000 calls, a 26% increase in volume from the previous year. | |
The Trevor Project experienced close to 100% uptime after deploying Vonage Contact Center. | |
The Trevor Project successfully transitioned to a fully remote counselor staff for the first time in its history due to the COVID-19 pandemic. | |