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News : Southern Cross Credit Union Boosts Customer Engagement with Vonage Fusion

#contactcenterworld, @vonage

Holmdel, NJ, USA, Feb. 7, 2024 - Vonage, a global provider in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), has been chosen by Southern Cross Credit Union (SCCU), a community-based organization 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 to scale up or down as needed.

Located in New South Wales, Australia, SCCU's customer-led strategy means that people and conversations are at the center of everything the company does. The organization has been heavily investing in more streamlined digital solutions, choosing Vonage Fusion to better support customers across Australia and to continue expanding its reach without compromising on quality of service. And, by leveraging its existing investment in Salesforce, coupling Vonage Fusion's contact center capabilities with deep integration into Service Cloud, SCCU is driving engagement for both employees and customers at every touchpoint.

"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 center became a much bigger focus. Our customers were accustomed to personalized service, so without the possibility of face-to-face contact, they were reaching out to tell us they needed other options," explains Tara Armbruster, Customer Service Centre Manager, SCCU. "We already had Salesforce as our CRM platform, but we knew that what we had been doing just wasn't working any longer."

Continued Armbruster, "With Vonage Fusion, and the ability to seamlessly integrate its contact center with Salesforce Service Cloud, our team has access to a dynamic dashboard across a single pane of glass to see what is happening with each customer. When a call comes in, we know exactly who that person is, so we can pull up their data before even saying hello and we feel like we are one step ahead. The platform gives us control over what we want to see from front office and back office, all in one place."

"With solutions like Vonage Fusion, we are helping customers of all sizes build seamless and personalized employee and customer engagement through complementary communications solutions," said Ron Maayan, SVP Product Management for Vonage. "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."

"Customer experience continues to be a critical, strategic driver of success for businesses today," said Nancy Jamison, Senior Industry Director, Frost & Sullivan. "This is creating an amplified need for agility, transparency and seamless communication across the business for organizations. By unifying both front office and back office - the convergence of UCaaS and CCaaS solutions - all employees become integral to the customer experience, making it easier to build the kind of engagement that helps businesses stand out in a crowded and competitive landscape. Providers that make this integration easy by offering a single solution and one point of contact for these services are leading the next generation of collaboration in the tech space."

#contactcenterworld, @vonage

Posted by Veronica Silva Cusi, news correspondent

About Vonage:
Company LogoVonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate. Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.
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Today's Tip of the Day - Speech Recognition

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Published: Thursday, February 8, 2024

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2024 Buyers Guide Surveys


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Survey360 provides a competitive edge that improves our customers' business strategy with actionable intelligence. In addition to the details in the surveys themselves, Survey360 enables users to generate interactive reports on demand even without the hassle of coding to interpret their customers' feedback and translate survey results into improvement recommendations.

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