New10 Partners with Vonage to Transform Contact Centre and Deliver a White Glove Customer Experience
January 07 2020 - 2:30AM
Business Wire
Vonage (NASDAQ:VG), a global business cloud communications
leader, today announced that New10 has selected its contact centre
solution to better serve its customer-base by delivering
exceptional experiences.
Based in the Netherlands, New10 is a financial services company
which helps entrepreneurs to finance their plans and ambitions for
growth. Offering a fully digital lending process, New10 makes
credit decisions within 15 minutes with clear conditions and
insights of the applicant’s financial health.
For New10, customer experience is the key business
differentiator and essential for maximising customer retention and
maintaining its rapid growth. New10’s goal is to provide its
growing customer-base with a ‘white glove’ experience, whether for
a customer calling for support during an application, or a New10
agent proactively contacting a customer who may need assistance
with the application process. Following a market evaluation, the
company implemented Vonage’s award-winning contact centre solution
for its Salesforce integration, omni-channel routing and reporting
capabilities, together with its call quality and scalability.
Mitchell Baas, Head of Customer Relations at New10, comments,
“We wanted to transform the experience we offer our customers with
the introduction of Vonage’s contact centre solution. We were
impressed with Vonage’s Salesforce integration, call quality and
voice assurance and are delighted to have moved to a stable and
flexible platform which will help us scale our CX function as we
grow.”
New10’s advisors will now benefit from immediate access to a
customer’s entire history of interactions, and with Vonage’s
fully-integrated omni-channel experience, the company can deliver a
consistent customer experience between Salesforce and the contact
centre. New10 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 company can therefore provide a rich, consistent and
integrated experience, irrespective of the channel chosen by its
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 submitted an
application and routing them directly to the account team or
assigning them higher priority in the queue – 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. The platform offers a real-time
window into the entire contact centre operation, so agents can be
easily managed, and call recordings together with customisable
reports allow the company to understand where improvement
opportunities exist.
Paul Turner, VP Benelux and Nordics at Vonage, adds, “Vonage is
pleased to have been chosen as an important partner of New10 as it
seeks to compete on customer experience, while benefiting from
complete flexibility and scalability. Salesforce integration is
central to Vonage’s contact centre solution, enabling businesses
like New10 to create customer experiences that help them serve
better and sell more. Our solution integrates effectively, for
better access to rich customer data, from which agents can make
personal connections through every channel”.
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 once
again. We're making communications more flexible, intelligent, and
personal, to help enterprises the world over, stay ahead. We
provide unified communications, contact centers and programmable
communications APIs, built on the world's most flexible cloud
communications platform. True to our roots as a technology
disruptor, our flexible approach helps us to better serve the
growing collaboration, communications, and customer experience
needs of companies, across all communications channels.
Vonage Holdings Corp. is headquartered in New Jersey, with
offices throughout the United States, Europe, Israel, Australia and
Asia. To follow Vonage on Twitter, please visit
www.twitter.com/vonage. To become a fan on Facebook, go to
facebook.com/vonage. To subscribe on YouTube, visit
youtube.com/vonage.
About New 10
New10 helps owners of SME businesses to finance their plans and
ambitions for growth. Our goal is to set up a new norm in SME
lending by offering a fully digital application process from
uploading financials to signing contracts. New10 provides the
credit decisions within 15 minutes with clear conditions and
insights of the applicant’s financial health. Entrepreneurs can
complete their application wherever and whenever they like. Fast,
simple, and clear.
New10 is an initiative by ABN AMRO. It combines the financial
knowhow of the bank with the agility of a Fintech. Our clients get
the attractive interest rate of a loan from the bank, with the ease
and speed of an online financing partner.
For more information about New10, please visit new10.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20200107005065/en/
Vonage PR ContactNicola BrookesTel: +44 (0)7500 006
458Email: nicola.brookes@vonage.com
Investor contactHunter BlankenbakerTel: +1 (732)
444-4926Email: hunter.blankenbaker@vonage.com
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