Vonage Contact Center Helps Onecom Avoid Disruption in Customer Experience During COVID-19
May 27 2020 - 3:00AM
Business Wire
Vonage (Nasdaq: VG), a global business cloud communications
leader, today announced that Onecom has maintained its commitment
to outstanding customer service with the Vonage Contact Center by
transitioning all employees from working at the office to their
homes overnight in response to the COVID-19 pandemic.
Onecom, an independent business telecommunications provider,
chose Vonage Contact Center to provide sales and customer service
functions to customers. With ‘business as usual’ disrupted, Vonage
was one of Onecom’s key technology providers that enabled a
seamless transition of all employees from working at its offices
throughout the UK to their homes overnight, while continuing to
offer its 90,000+ business customers access to its contact
centre.
Chris James, Head of Business Change at Onecom, comments,
“Without the Vonage Contact Center, Onecom would not have been able
to move employees to 100 percent remote work. Our employees are as
effective at home as they are at the office using the Vonage
Contact Center, which has enabled Onecom to continue offering the
best possible support to our customers, while also helping us boost
our revenue and operations.”
Vonage’s award-winning contact centre solution integrates all
communications channels without expensive, disruptive hardware
changes and plugs straight into a business’s CRM platform. Onecom’s
nearly 300 agents benefit from immediate access to a customer’s
entire history of interactions, and inbound calls can be
dynamically managed and routed, ensuring callers are connected to
the most appropriate agent – improving handling time and customer
satisfaction.
All advisors log into the same system wherever they are. The
Vonage solution offers a real-time window into the entire contact
centre operation, so agents can be easily managed, while call
recordings and customisable reports allow Onecom to understand
where improvement opportunities exist.
Onecom is also taking advantage of the Vonage Dialer, which
helps ensure sales and service teams work optimally. The dialer has
created more time for meaningful conversations, removed agent
misdials, and reduced time between calls. As a result, Onecom has
exceeded its forecasted uplift in contact rate, increased revenues
and gained efficiencies in its customer service organisation.
Stu Jeffries, Head of Customer Service at Onecom, comments,
“Vonage has played a key role in the biggest change we have ever
made to our working practices. Our contact centre seamlessly
transitioned from zero to 100% of our people working from home
overnight. Insightful bespoke reporting, combined with the ability
to make realtime changes to our IVR options and customer messaging,
have created flexibility and tangible efficiencies which will reap
benefits for many years to come.”
To find out more about Vonage, visit www.vonage.com.
###
About Vonage
Vonage (Nasdaq: VG) is redefining business communications once
again. We’re making communications more flexible, intelligent, and
personal, to help enterprises the world over, stay ahead. We
provide unified communications, contact centers and programmable
communications APIs, built on the world’s most flexible cloud
communications platform. True to our roots as a technology
disruptor, our flexible approach helps us to better serve the
growing collaboration, communications, and customer experience
needs of companies, across all communications channels.
Vonage Holdings Corp. is headquartered in New Jersey, with
offices throughout the United States, Europe, Israel, Australia and
Asia. To follow Vonage on Twitter, please visit
www.twitter.com/vonage. To become a fan on Facebook, go to
facebook.com/vonage. To subscribe on YouTube, visit
youtube.com/vonage.
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version on businesswire.com: https://www.businesswire.com/news/home/20200527005008/en/
Vonage PR Contact Nicola Brookes Tel: +44 (0)125 659 7454
Email: nicola.brookes@vonage.com Vonage Investor Contact
Hunter Blankenbaker Tel: +1 732-444-4926
hunter.blankenbaker@vonage.com
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