Barry Callebaut Bolsters Customer Experience with Vonage

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.