Outside of the medical and emergency services sectors, few companies have as urgent a need for a reliable customer communications platform as insurance companies. Often, they are taking calls from individuals who have been in car accidents or have recent damage to their homes from fires, storms and floods. These are customers who can’t wait until business hours to call, or spend an hour on hold waiting for an agent to come available.
This week, cloud communications company Vonage announced that it was chosen by Goosehead Insurance, a growing, independent personal insurance agency, to provide contact center capabilities to its more than 2,000 insurance agents across the U.S. With Vonage Contact Center for Salesforce, Goosehead is arming its agents with the ability to create meaningful engagement with clients and prospects, from anywhere and across any communication channel - voice, video, SMS, social messaging and chat.
One of the features that attracted Goosehead to Vonage Contact Center (VCC) is its integration with Salesforce, which Goosehead employs to manage its client and partner base. With the adoption of the Vonage solution, Goosehead agents will now be able to easily integrate their client data in Salesforce with VCC to deliver a more personalized client experience, said the companies. As Goosehead continues to grow its subscriber base, the Vonage solution will be able to scale to support the insurance company’s changing needs.
In addition to its integration with Salesforce, Vonage Contact Center features include Conversation Analyzer, a speech analytics solution that correlates CRM data with conversation and contact center data, offering Goosehead agents key client data and insights, along with quality management, best practices, compliance, coaching and more to help them boost the client experience and deliver personalized connections across their clients' communication channel of choice. VCC's Workforce Management capabilities also help analyze contact center and Salesforce data to create forecasts and create trackage schedules specific to Goosehead's service level goals.
"With Vonage Contact Center's deep-rooted integration with Salesforce -- which is mission critical for us -- and innovative features like Conversation Analyzer and Workforce Management, we enhance the way we connect with our clients," said Michael Moxley, Chief Service Officer at Goosehead Insurance.
Edited by Greg Tavarez