Case Study: Vax achieves industry-leading customer service efficiency with Vonage Contact Center

Vax Cleans Up Its Customer Experience Services With Vonage Contact Center

Vax, the UK’s number one floor care brand, needed to fix a poor customer experience that conflicted with its values and equip its team with better tools to support customers. The company turned to Vonage, using Vonage Contact Center for Salesforce, to modernize its contact center and improve service delivery.

Vonage implemented a cloud contact center with Salesforce integration, smarter routing, a 360-degree customer view, and workforce management tools. The results were strong: first contact resolution rose from 78% to 87%, headcount dropped from 97 to 84 while handling the same volume, average call handling time fell by 20 seconds, and advisors handled more calls per hour, increasing from six to eight.

Vax

Carole Edwards

Head of Customer Contact