Vonage, a global cloud communications company, helping businesses accelerate their digital transformation and a part of Ericsson, has been chosen by Southern Cross Credit Union (SCCU), a community-based organisation committed to its purpose of supporting customers through their financial life stages. With Vonage Fusion, a Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solution, SCCU is leveraging a common, flexible platform where these solutions can work in harmony across various departments and scale up or down as needed.
Tara Armbruster, Customer Service Centre Manager, SCCU, said, “Over the past few years, we have experienced significant growth as a credit union, but, like everyone else, we were forced to adjust the way we do business when the pandemic hit. Consequently, our call centre became a much bigger focus. Our customers were accustomed to personalised service, so without the possibility of face-to-face contact, they were reaching out to tell us they needed other options. We already had Salesforce as our CRM platform, but we knew that what we had been doing just wasn’t working any longer.”
Ron Maayan, SVP Product Management for Vonage, said, “With solutions like Vonage Fusion, we are helping customers of all sizes build seamless and personalised employee and customer engagement through complementary communications solutions. We are thrilled to work with innovative businesses like SCCU to create exceptional employee and customer experiences in a world where digital engagement is on the rise, and effective communication with customers and collaboration among team members are both essential for success.”
Through Vonage Fusion, customers get access to industry-acclaimed and award-winning UCaaS and CCaaS solutions that are deeply integrated with today’s business productivity tools to drive business growth and improve work efficiency among employees. This allows customers to tap into the most diversified portfolio of communication technologies to further differentiate and accommodate the changing needs of the business. According to a recent study by Frost & Sullivan, over 95% of businesses recognise that tightly integrating UCaaS and CCaaS applications is important for their organisation.* Vonage Fusion is the perfect choice for businesses wanting to become more agile, build differentiation and accelerate customer loyalty to create seamless and personalised employee and customer experiences through a single solution.
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