Inside Marketing Sees Impact of Modern Call Center Solution

The contact center is a complex array of people, processes and technology brought together to serve on the front lines of customer service. Each facet of the call center requires due diligence in ensuring best practice is in place, and when the proper technology is employed the future is bright.

Inside Marketing announced that with the assistance of the Vonage (News - Alert) NewVoiceMedia (NVM) contact center solution is seeing double-digit growth in call engagement, productivity boosted by 10 percent and more.

"The sophistication of Vonage's NVM platform really stood out compared to others we considered," says Jonathan Hewerdine, Director of Operations at Inside Marketing. "Only a few months on and the system has proven to be a massive improvement on the legacy platform. The implementation was swift and well planned, with the team working closely with us from proof of concept through to UK and then European roll-out. I can't praise them highly enough."

The solution supports Inside Marketing’s outbound team of 80 agents. The NVM solution’s automated outbound calling, Salesforce integration and caller line identification capabilities were able to elevate the work Inside Marketing is doing with partners like Oracle (News - Alert), HP and Google.

The Salesforce integration allowed Inside Marketing to gain access to robust real time reporting on metrics like number of calls made, number of connected calls, best time to make contact and how many calls resulted in meetings. Inside Marketing was empowered with data to deliver clients better insights.   

Hewerdine continues, "Overall, Vonage's solution has given us more intelligent and insightful data to better plan activity for clients, allowing agent time to be used more efficiently. The quality of our Business Development Team is also improving as we can train more effectively using instantly-available call recordings which capture all elements of the call – from whispers and notes, to who was listening, and more. Our agents appreciate the ability to listen to their own calls immediately and this increases their engagement."

What’s in your contact center?

Edited by Maurice Nagle