Case Study: The Challenge achieves 80% agent productivity gain and scalable Salesforce‑integrated cloud telephony with Natterbox

Cloud telephony and Salesforce integration helps connecting communities for future generations

The Challenge, the UK charity that runs the NCS programme, faced rapid growth, a new contact centre and an on‑premise PBX with no Salesforce integration, which limited scalability, reporting and agent efficiency. To solve this they selected Natterbox to provide a cloud telephony platform and Salesforce integration, including Natterbox Cloud PBX, Voice Intelligence and fixed‑cost call packages.

Natterbox deployed its Cloud PBX, Salesforce CTI, wallboards, IVR and call‑capture features in under four weeks, giving agents click‑to‑dial, automatic record pop‑ups and real‑time management reporting. The Natterbox solution delivered measurable gains: up to a minute saved per call, an 80% increase in agent productivity, 10–20% of inbound calls handled by IVR so far, and improved booking rates and remote visibility for managers.

The Challenge

Tanya Dunne

Head of Customer Services