Allied Dispatch Solutions Integrates the Vonage Platform
That’s why Allied Dispatch turned to Vonage to overhaul their call center software. Vonage Contact Center has transformed the way Allied Dispatch manages their call center by integrating with Salesforce, giving the team more control of their own data and delivering the most accurate real-time analytics possible. With Vonage Contact Center, now the Allied Dispatch team can count on cloud-based telephony, taking their call reliability into the 21st century. Using their newfound resiliency, they set up a complex network of logic and routing failovers.
“Providing service for our Spanish-speaking customers is really important,” says Jones. “Now it’s simple to connect them to our bilingual CSS’s first, and if they’re not available, overflow to our non-bilingual staff. The Vonage platform really allows us to engage all our resources on the floor in a simple, timely manner.”
Vonage's seamless integration with Salesforce also allows Allied Dispatch to quickly obtain information as calls come in. “As soon as a CSS picks up the phone, they have everything they need,” Jones explains. “It’s all right there.”
The biggest breakthrough for the Allied Dispatch team has been the Vonage Contact Center's real-time analytics. Vonage has given the team a fine-tooth comb to dynamically sift through every part of their calls, quickly finding areas of improvement. “When a call comes in, it automatically opens up a case. We have the timing on that now,” Royer says. “We have timing on outbound calls. We have timing on wrap-ups. We can see who’s taking too long to locate the customer. The direct tie-in with Salesforce allows us to look at those checkpoints kind of like a funnel and pinpoint exactly where bottlenecks are.”
Vonage has given the team a new lens to analyze the human element as well. “Now I can monitor every single aspect of this business from my mobile phone 24/7. I can take my phone out and whisper into a call right now,” Royer says. “Before I had wait until the end of the day to get a call recording sent to me. It’s really night and day.”
With these changes, Allied Dispatch has seen productivity on the floor go up significantly. Before Vonage, CSSs used to get through not as many calls per hour as they do now, freeing up personnel to handle increased call volumes.
Ready for the Road Ahead
Customer expectations are caught in the middle of a technical revolution. Allied Dispatch is positioned at the forefront, ready to serve their customers in new ways. As they look to the future, the team feels the freedom of the open road ahead.