Headsets.com Built a Contact Center’s Contact Center with Vonage
Company Size
1,000+
Region
- America
Country
- United States
Product
- Vonage Business Communications
- Leitner headsets
Tech Stack
- Unified Communications
- Contact Center Solution
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Retail
- Telecommunications
Applicable Functions
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
Headsets.com has been America’s headset specialists for 25 years, providing over 1.5 million businesses with high-quality, ergonomic wired or wireless headsets for office or remote work. As the leading headset supplier in North America, the company prides itself on its peerless customer service, which it refers to as 'customer love'. From start to finish, at every touchpoint, the Headsets.com customer experience is paramount. The company is the prime retailer of Leitner headsets.
The Challenge
Headsets.com, a leading headset supplier in North America, was using a legacy on-premise solution that was becoming obsolete and did not provide the kind of flexible, reliable connection to support the future of hybrid and remote work. The company needed a solution that would allow its agents to collaborate across the organization to most effectively serve customers, resolve their issues, and create an excellent customer experience. The challenge was to find a solution that would provide seamless integration from the same platform, enabling agents to choose when, where, and how they're 'in the office'.
The Solution
To meet their high standards of customer experience, Headsets.com turned to Vonage Business Communications (VBC) for a flexible, unified communications experience for their on-site and hybrid work employees. This was integrated with Vonage’s contact center solution for increased productivity and personalized, intelligent customer connections. With Vonage, the Headsets.com team was able to strategically build both internal and external communications workflows that power exceptional experiences for both customers and employees. The solution provided by Vonage allowed Headsets.com agents to collaborate across the organization to most effectively serve customers, resolve their issues, and create an excellent customer experience.
Operational Impact
Quantitative Benefit
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