Homeless Link Calls Increase 250% During COVID-19

Vonage (Nasdaq: VG), a provider of cloud communications helping businesses accelerate their digital transformation, has announced that Homeless Link has been able to handle a 250 percent increase in calls while operating remotely, in response to the COVID-19 pandemic, with the Vonage Contact Center, the company said.

Homeless Link is the national membership charity for organisations working directly with people who become homeless in England and Wales. In partnership with St Mungo´s, the charity uses the Vonage Contact Center to provide its 24/7 StreetLink telephone service which is a means of ensuring rough sleepers are connected to their local services and the support available to them.

With ´business as usual´ disrupted amid the COVID-19 pandemic, Vonage enabled StreetLink to seamlessly transition all employees from working at its offices to their homes overnight, while handling up to 700 calls a day.

Vonage´s award-winning contact centre solution integrates communications channels without expensive, disruptive hardware changes and plugs straight into an organisation´s CRM platform, meaning StreetLink´s 20 agents benefit from immediate access to a caller´s history of interactions, improving handling time and the caller experience.

As a flexible, scalable cloud solution, agents can log into the Vonage Contact Center wherever they are and it can be easily scaled in line with StreetLink´s needs, effectively boosting the organisation´s response to any increase in demand.

Vonage, a global cloud communications leader, helps businesses accelerate digital transformation. To find out more about Vonage, visit www.vonage.com.