Vonage (NASDAQ:VG), a global business cloud communications leader, has announced that Euroconsumers, a cluster of consumer organisations, via its Test-Achats subsidiary, has selected Vonage´s contact centre solution to better serve its customer-base by delivering exceptional experiences, the company said.
Gathering five national consumer organisations and giving voice to more than 1.5 million people, Euroconsumers is a consumer cluster in terms of innovative information, personalised services and defence of consumers´ rights.
The Euroconsumers cluster wanted to deliver a superior customer experience, while strengthening its performance and operational efficiencies. It selected Vonage´s cloud contact centre solution for its Salesforce integration, omni-channel routing and reporting capabilities, together with its call quality and scalability.
Built from a true cloud environment, Vonage´s solution integrates all communications channels without expensive, disruptive hardware changes and plugs straight into a business´s CRM platform. Salesforce integration is central to the solution, enabling organisations like those bound to Euroconsumers to create experiences that help them serve their customers better.
The cluster´s 500+ legal advisors will now benefit from immediate access to a subscriber´s entire history of interactions, and with Vonage´s fully integrated omni-channel experience, it can deliver a consistent customer experience across Salesforce digital channels and the contact centre.
Euroconsumers´s organisations can route voice and interactions through email, chat, SMS, video and social channels in an integrated and unified manner, uniformly empowering digital and voice agents, optimising resources and improving management of KPIs across customer interaction channels. The organisations can therefore provide a rich, consistent and integrated experience, irrespective of the channel chosen by their customers, and without switching to a third-party solution.
Vonage´s dynamic routing capabilities can also help optimise performance by identifying callers who have previously sought advice and routing them directly to the most appropriate advisor — further improving handling time and customer satisfaction. All advisors can log into the same system wherever they are, as all they need is a phone and Internet connection, meaning they can work from multiple locations.
Vonage is redefining business communications, helping enterprises use fully integrated unified communications, contact centre and programmable communications solutions via APIs. True to our roots as a technology disruptor, we´ve embraced technology to transform businesses to collaborate more productively and engage their customers more effectively across all communications channels.