Contact Center
VOICE
CCAAS
UCAAS
PLATFORM
SPECIALISED PROGRAMMATIC
STREAMLINING
OPERATIONAL COSTS
AGENT PRODUCTIVITY
REDUCED CONVERSATIONS
CX SATISFACTION
RESPONSE TIME
Summary
UK homewares retailer Dunelm used Vonage's Fusion and Contact Center solutions with Salesforce Service Cloud Voice to modernize operations, enhancing efficiency and customer satisfaction by reducing call handling times and consolidating platforms.
Challenges
Outdated telephony system with multiple legacy suppliers; intention to modernize operations and shift towards a digital-first, multi-channel strategy.
Solution
Dunelm implemented Vonage's Contact Center with Salesforce Service Cloud Voice for seamless communication via voice and email channels.
Outcome
Reduced operational costs by consolidating platforms and suppliers, improved customer satisfaction by 5-10%, reduced voice handle times by 5-10%, and enhanced agent productivity and operational efficiency.
Sources
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