CFA Institute Enhances Customer Experiences with Vonage
CFA Institute is a global association of investment professions that sets the standard for professional excellence and credentials. With almost 200,000 charterholders worldwide across 160 markets, CFA Institute has 10 offices and 160 local societies. Their belief is to foster an environment where investors’ interests come first, markets function at their best, and economies grow.
Challenge
Limited visibility into incoming call data; reporting tools not integrated created delays, and lack of visibility provided no clear path to improve customer service effectively.
Solution
Vonage Contact Center (VCC); Vonage Premiere for Service Cloud Voice
Results
Streamlined live interactions; enhanced data visibility; unified solution that provides deeper insights into existing customer dataThe CFA Institute faced challenges in managing customer interactions within their contact center. Previously, there was little visibility into incoming call data, making it difficult to understand customer engagement or measure agent performance. The lack of integrated reporting tools meant the team had to rely on their IT department for even the most basic call data, creating delays and inefficiencies. This lack of visibility hampered both operational insight and the ability to improve customer service effectively.
With a commitment to providing exceptional service, the CFA Institute needed a comprehensive solution to integrate their customer interaction channels, enhance data reporting capabilities, and deliver smoother customer experiences.
Customer Focused, Improved Solutions
To address these challenges, the CFA Institute adopted Vonage as their primary service for routing customer interactions within their Salesforce platform. By leveraging Vonage Premiere for Service Cloud Voice, the organization gained the ability to centralize customer communications and streamline live interactions across voice and chat channels. They are able to enhance data visibility by making all call data readily available within the solution with a unified solution that combines customer interaction metrics with existing customer data for deeper insights into customer needs.
The seamless integration of these solutions helps to enhance how the CFA Institute manages customer interactions and operational insights. With improved data visibility, CFA Institute has immediate access to comprehensive call data which enables real-time analytics and eliminates the need to rely on the IT department for reports.
With the enhanced customer and agent experience, agents are better equipped with tools and data to help empower them more fully and deliver faster, more personlized customer support. Overall, the streamlined process allows CFS Institute to consolidate reporting and analytics, unlocking new opportunities for optimization.
Discover how Vonage Contact Center and Vonage Premiere for Service Cloud Voice can empower your contact center and enhance customer experience.
