Case Study: Vertafore achieves higher customer satisfaction, faster response times, and expanded omnichannel support with Vonage

Vertafore Uses Vonage Omni-Channel to Revolutionize Contact Center

Vertafore, a software services company serving the insurance market, wanted to improve customer support by reducing long hold times, raising customer satisfaction, and offering more ways for customers to connect. The company turned to Vonage and used Vonage Contact Center with omni-channel integration to address these contact center challenges.

Vonage helped Vertafore use data to rebalance staffing, cross-train agents, and better manage phone and chat interactions. As a result, Vertafore cut average hold times from 160 seconds to 35–40 seconds, increased CSAT from 8.7 to 9.2, grew chat volume from about 1,000 to 3,500–4,000 interactions per quarter, and reduced headcount by 20%.

Vertafore

Steve Cox

VP of Customer Support