Revolutionizing Customer Experience: The Rank Group's Journey with Vonage's Conversation Analyzer
Technology Category
- Cybersecurity & Privacy - Intrusion Detection
- Sensors - Level Sensors
Use Cases
- Behavior & Emotion Tracking
- Chatbots
About The Customer
The Rank Group is one of the UK's leading gaming and entertainment businesses. The company was undergoing a significant shift from a cost-focused business model to a customer experience-focused model. This transition required a radical change in their customer service function, moving from an outsourced model to an in-house model. The Rank Group opened a contact center in Sheffield, UK, to support this change and chose Vonage Contact Center as their telephony partner. The company was looking for a solution that was agile, cloud-based, and could easily adapt to the new contact center. They also wanted a solution that could integrate seamlessly with their existing Salesforce CRM platform.
The Challenge
The Rank Group, a leading gaming and entertainment business in the UK, was undergoing a significant shift in its business model. The company was transitioning from a cost-focused approach to a customer experience-focused model. This radical change required a robust contact center solution to support the new customer service function, which was being moved from an outsourced model to an in-house model. The Rank Group needed a solution that was agile, cloud-based, and could easily adapt to the new contact center in Sheffield, UK. Additionally, the solution needed to integrate seamlessly with their existing Salesforce CRM platform.
The Solution
The Rank Group chose Vonage Contact Center (VCC) with Conversation Analyzer as their telephony partner to support their new customer-centric strategy. VCC's cloud-based nature and agility made it the perfect fit for the new contact center. Its native integration with Salesforce allowed The Rank Group to leverage their existing investment in the CRM platform. The Conversation Analyzer, Vonage's speech analytics tool, took the company's call recordings to a new level. It generated call data and provided actionable insights into real-time agent behavior. The Rank Group could now understand if agents were unnecessarily putting customers on hold, allowing long silences, or having inappropriate discussions. The Conversation Analyzer also helped in making call quality scorecards more accurate by measuring the two most important aspects of any customer contact: the behavior of the agent and the sentiment of the customer following the contact.
Operational Impact
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