In a bid to deliver superior customer experience, strengthen its performance and operational efficiencies, Euroconsumers selected Vonage’s cloud contact centre solution for its Salesforce integration, omni-channel routing and reporting capabilities, together with its call quality and scalability.
Using Vonage’s dynamic routing capabilities, they can 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.
Vincent Fraselle, director at Euroconsumers, comments, “We wanted to raise the bar on the customer experience we offer our valued subscribers and are pleased to have chosen Vonage as our partner in making this transformation. Implementing Vonage’s cloud contact centre solution across our business will enable our legal advisors to improve the quality of each call they have, while also refining our business processes”.
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.
Mário Saraiva, Group CIO at Euroconsumers, comments, “We wanted a cloud-based contact centre solution that integrates well with Salesforce. Vonage offers exactly this. It fits perfectly in our strategy to go for market standard solutions that require little integration effort and that are cloud native.”
Paul Turner, VP Benelux and Nordics at Vonage, adds, “Vonage is pleased to have been chosen as an important partner of the Euroconsumers cluster as it seeks to compete on customer experience, while benefiting from complete flexibility and scalability. Our cloud contact centre solution integrates effectively with Salesforce, giving the Euroconsumers organisations better access to rich customer data, from which their legal advisers can make personal connections through every channel”.