Integration with Salesforce, speech analytics key to improving customer experience for 2,000+ insurance agents
HOLMDEL, NJ, February 1, 2023 /PRNewswire/ — Vonagea global leader in cloud communications helping businesses accelerate their digital transformation, was chosen by Goosehead Insurance, Inc. (NASDAQ: GSHD), a rapidly growing independent personal insurance agency, to provide contact center capabilities to its more than 2,000 insurance agents across the United States with Vonage Contact Center for SalesforceGoosehead empowers its agents to create meaningful engagement with customers and prospects, from anywhere and on any communication channel – voice, video, SMS, social messaging and chat.
Key to Goosehead’s decision to implement Vonage Contact Center is its integration with Salesforce.
Key to Goosehead’s decision to implement Vonage Contact Center (VCC) is its integration with Salesforce, which Goosehead uses to manage its customer and partner base. Through this partnership, Goosehead agents will now be able to easily integrate their customer data into Salesforce with VCC to deliver a more personalized customer experience. As Goosehead continues to evolve, Vonage also provides a solution that’s agile enough to grow and evolve with rapidly changing business needs.
“Like Vonage, Goosehead is hyper-focused on the needs of its customers. With Vonage Contact Center for Salesforce, Goosehead agents have what they need to engage with their customers on their preferred channel and create a personalized and personalized experience at various points. of contact.” said Reggie Scales, senior vice president of global sales applications at Vonage. “A dynamic organization like Goosehead is the perfect fit for the flexibility and scalability that the Vonage Contact Center solution provides. Vonage is very excited to be a part of Goosehead’s continued success in the future.”
In addition to its integration with Salesforce, Vonage Contact Center features include Chat Analyzer, a voice analytics solution that correlates CRM data with conversation and contact center data, providing Goosehead agents with key customer data and insights, as well as quality management, best practices, compliance, coaching, etc. – helping them improve the customer experience and offer personalized connections through the communication channel of choice of their customers. VCC’s workforce management capabilities also help analyze contact center and Salesforce data to create forecasts and create tracking schedules specific to Goosehead’s service level goals.
“With Vonage Contact Center’s deep integration with Salesforce – which is essential for us – and innovative features such as Conversation Analyzer and Workforce Management, we are improving the way we connect with our customers,” said Michael Moxley, director of services at Goosehead Insurance. “At Goosehead, we are committed to putting the power of information in the hands of our customers. With Vonage, we put that same power in the hands of our agents and team members – giving them the information and tools they need to create the kind of deep engagements and relationships that create loyal, happy customers.”
Vonage’s opportunity to serve Goosehead Insurance was facilitated by Vonage partner and Strategic Technology Services Advisor, Liquid network. “Goosehead was looking for a partner who could deliver key technology integrations and enhance the exceptional experience that Goosehead customers, agents and team members have come to expect,” said Robert Court, Vice President of Strategic Services at Liquid Networkx. “After a thorough analysis, the Vonage team and its Vonage contact center solution were the winners.”
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Vonage, a global leader in cloud communications, helps companies accelerate their digital transformation. Vonage’s communications platform is fully programmable and enables the integration of video, voice, chat, messaging, AI and verification into existing products, workflows and systems. Vonage’s conversational commerce app enables businesses to create AI-powered omnichannel experiences that drive sales and increase customer satisfaction. Vonage’s fully programmable Unified Communications, Contact Center and Conversational Commerce applications are built on the Vonage Platform and enable businesses to transform the way they communicate and operate from the office or remotely, delivering the flexibility needed to create meaningful commitments.
Vonage is headquartered in New Jerseywith offices everywhere United States, Europe, Israel and Asia and is a wholly owned subsidiary of Ericsson. 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.
Goosehead (NASDAQ: GSHD) is a fast-growing, innovative independent insurance agency that distributes its products and services through United States. Goosehead was founded on the principle that the consumer should be at the center of our universe and that everything we do should be aimed at providing extraordinary value by offering a wide choice of products and a world-class service experience. Goosehead represents more than 150 insurance companies that underwrite personal and small business risks, and its operations include a network of 12 commercial sales offices and 2,287 operating and contracted branches. For more information, please visit gooseheadinsurance.com.
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