Euroconsumers to Enhance Customer Experience With Vonage
January 09 2020 - 3:30AM
Business Wire
Vonage (NASDAQ:VG), a global business cloud communications
leader, today 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.
Gathering five national consumer organisations and giving voice
to more than 1.5 million people, Euroconsumers is a leading
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.
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”.
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.”
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.
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”.
Comways, the current systems’ integrator of Euroconsumers, was
selected for the implementation of its new contact centre solution
across Belgium, Italy, Spain and Portugal. David Azoulay, Comways’
managing director, comments, “We are excited about the opportunity
to collaborate with Vonage and Salesforce for this important
project, which will certainly serve as a model for how
organisations can upgrade their capacity to better interact with
their end customers”.
To learn more about Vonage and its contact centre solution,
visit www.vonage.com or www.newvoicemedia.com.
Salesforce and others are trademarks of Salesforce.com, Inc.
- ENDS –
About Vonage Vonage (NASDAQ:VG) 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.
Vonage Holdings Corp. is headquartered in New Jersey, with
offices throughout the United States, Europe, Israel, Australia and
Asia. Vonage® is a registered trademark of Vonage Marketing LLC,
owned by Vonage America Inc. To follow Vonage on Twitter, please
visit www.twitter.com/vonage. To become a fan on Facebook, go to
www.facebook.com/vonage. To subscribe on YouTube, visit
www.youtube.com/vonage.
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Vonage PR Contact Nicola Brookes Tel: +44 (0)7500 006 458
Email: nicola.brookes@vonage.com Investor contact Hunter
Blankenbaker Tel: +1 (732) 444-4926 Email:
hunter.blankenbaker@vonage.com
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