Case Study: Headsets.com achieves 98% call-answer rate within four rings with Vonage Business Communications

How Headsets.com Built a Contact Center’s Contact Center With Vonage

Headsets.com, a 25-year leader supplying ergonomic headsets to over 1.5 million businesses, needed to modernize an aging on-prem phone system that tethered agents to desk phones and couldn’t support hybrid or remote work—yet the company’s culture demands “customer love” and a commitment to answer calls quickly. Maintaining live, high-quality support (aiming to answer 98% of calls within four rings) was the critical challenge.

Headsets.com adopted Vonage Business Communications and Vonage’s contact center to unify voice, video and messaging across devices, enable seamless login for remote and office agents, and provide intelligent routing and reporting. The result is a flexible, integrated hybrid agent experience that preserves exceptional service—achieving a 98% rate of answering calls within four rings—while improving productivity and customer satisfaction.

Headsets.com

Rick Mills

Chief Financial Officer