Author Solutions Empowers Global Company to Rapidly Adapt to Remote Work
Company Size
200-1,000
Region
- America
Country
- United States
Product
- Vonage Business Communications
- Vonage Contact Center
Tech Stack
- Salesforce
- Cloud-based unified communications
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Cloud Computing
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Author Solutions is a global leader in supported self-publishing, providing authors with the resources to bring their books to market. Founded in 2007, the company facilitates the publishing process, merchandises its clients’ books in brick-and-mortar stores and digital channels, affords content creators exclusive rights to their work, and more. The company was facing a number of challenges with its internationally deployed on-premises business communications system and needed a solution that would integrate seamlessly with Salesforce, support remote agents, and more.
The Challenge
Author Solutions, a global leader in supported self-publishing, was facing a number of challenges with its internationally deployed on-premises business communications system. The company's IT department was struggling to mitigate latency during peak call times, maintain confidentiality and security for call recordings, and prevent callers from being abandoned in the IVR. Additionally, the organization’s agents had to constantly juggle their CRM and business communications tools just to deliver the most basic level of service. Supervisors couldn’t review customer reports without submitting support tickets to SQL experts and database administrators, and the infrastructure wasn’t ready for a switch to telecommuting.
The Solution
To address these issues, Author Solutions chose Vonage Business Communications and Vonage Contact Center with Salesforce integration. The solutions support the company’s goal by enriching its team’s communications with a number of powerful features. The Vonage solution seamlessly integrated with the organization’s CRM platform, allowing agents to have their dialer right in front of them, eliminating the need to jump between screens and applications. The solution also provided mobility, enabling the company to switch to remote work within a week. The solution also offered skills-based routing, global voice assurance, and call recording with AES-256 data security standard.
Operational Impact
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