Case Study: Author Solutions achieves rapid remote-work enablement and improved customer experience with Vonage

Author Solutions Turns Its CX Into a Non-Friction Story

Author Solutions, a global supported self-publishing company founded in 2007, faced rising communications problems from its on-premises phone system and reliance on only two carriers: call latency and abandonment, difficulty protecting and accessing recordings, agents forced to toggle between CRM and telephony, supervisors unable to pull reports without IT help, and an infrastructure unprepared for remote work. The company needed a cloud-based unified communications and contact center platform that would integrate with Salesforce and support a distributed workforce.

Author Solutions implemented Vonage Business Communications and Vonage Contact Center with Salesforce integration, giving agents an embedded dialer, mobile apps for rapid remote onboarding, skills-based routing, broader international voice routing, and AES-256 encrypted call recording. The change reduced wait times and latency, eliminated IVR abandonment, improved agent efficiency and supervisor reporting, and enabled the company to transition quickly to remote operations.

Author Solutions

Gavin Kelly

Senior Manager, IT Operations