customer

CustomerZone360 NEWS

Free eNews Subscription

Barry Callebaut Bolsters Customer Experience with Vonage

By Greg Tavarez September 15, 2022

Traditional contact centers can have difficulty delivering the high level of customer service required in today’s modern fast-paced business world. With the pandemic shifting the world to be more digital-reliant, customers are turning to alternative customer support channels.  However, according to Salesforce, 50% of customers believe that customer service and support from most companies need major overhaul.

That’s where a modern, cloud-based contact center solution comes into play. Not only do they enable an geography-independent agent workforce, but they support both traditional voice and modern digital engagement channels as well.

Cloud communications providers like Vonage made it a mission to transform user experiences for the contact center with a single interface for consistent fully integrated business communications.

Barry Callebaut runs more than 60 production facilities worldwide and employs a diverse global workforce of more than 12,000 people. The Belgian-Swiss cocoa processor and chocolate manufacturer selected the Vonage Contact Center for Salesforce solution to help optimize customer communications and enhance its operations.

Salesforce integration in Vonage’s contact center solution gives agents access to cloud-based contact center solution tools within the same environment. This includes routing calls to appropriate agents to address immediate customer needs, connecting with customers worldwide and customizing dashboards with real-time performance data and analytics.

"Vonage has provided us with a single, flexible and scalable cloud communications solution that will help us deliver a consistent and personalized customer experience at every touchpoint,” said Magali Wauters, customer experience training manager at Barry Callebaut.

Barry Callebaut chose Vonage for its Salesforce integration, omnichannel capabilities and secure customer interactions. VCC integrates communications channels without expensive, disruptive hardware changes and plugs straight into Salesforce, enhancing internal processes and increasing efficiency.

With VCC for Salesforce, Barry Callebaut’s EMEA customer care agents will manage enquiries, benefit from actionable insights and drive a higher level of customer experience and employee experience.

"Vonage has one of the most complete and global sets of solutions in the market, and we are delighted to be helping Barry Callebaut make meaningful connections with its European customer base, creating the best possible experience," said Paul Turner, vice president, strategic accounts for Vonage.




Edited by Erik Linask
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Editor

SHARE THIS ARTICLE
Related Articles

CUSTOMER Magazine Announces Winners of the 2024 Voice Technology Excellence Awards

By: TMCnet News    4/19/2024

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in an evolving and growing Voice Technology ma…

Read More

Eventide Steps into Call Centers with NexLog DX-Series Recorders

By: Greg Tavarez    4/17/2024

Eventide Communications, a provider of public safety recording solutions, extended its reach into the call center market with the NexLog DX-Series rec…

Read More

A Spotlight on UCaaS Success: SkySwitch Vectors 2024 and its Contact Center Insights

By: Alex Passett    4/16/2024

At SkySwitch Vectors 2024, the company's Vice President of Revenue joined an expert panel to discuss paths to success for agents and their customers.

Read More

Gen AI Outbound Calling Solutions Provider Vodex Announces $2 Million Seed Round

By: Tracey E. Schelmetic    4/15/2024

Vodex announced last week that it raised $2 million in a seed round from Unicorn India Ventures and Pentathlon Ventures. Vodex was previously backed b…

Read More

Talkdesk Announces Generative AI Suite for On-Premises Environments

By: Tracey E. Schelmetic    4/11/2024

AI contact center solutions provider Talkdesk, Inc. formally announced the launch of Talkdesk Ascend Connect, the company's new generative artificial …

Read More