List of Vonage Workforce Management Customers
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Since 2010, our global team of researchers has been studying Vonage Workforce Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Vonage Workforce Management for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Vonage Workforce Management for Workforce Management include: Vax, part of Techtronic Industries, a United Kingdom based Manufacturing organisation with 310 employees and revenues of $210.0 million and many others.
Contact us if you need a completed and verified list of companies using Vonage Workforce Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Vonage Workforce Management customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Vax, part of Techtronic Industries | Manufacturing | 310 | $210M | United Kingdom | Vonage | Vonage Workforce Management | Workforce Management | 2015 | n/a |
In 2015 Vax implemented Vonage Workforce Management as part of a broader Vonage Contact Center deployment to address systemic customer experience issues in its customer contact center. The implementation centered on the contact center function within Vax, a UK manufacturing company, and targeted advisor desktop tooling, scheduling and quality assessment capabilities in the Workforce Management category.
The deployment included Vonage Workforce Management and the Vonage Contact Center components configured for optimized call routing and agent performance monitoring. Core capabilities implemented were the Workforce Management option for shift planning and utilization, a quality tool for advisor performance assessment, a Universal Call Distributor for intelligent queueing, CLID driven routing logic and IVR controls that allow IVR bypass for recent callers and special handling for low NPS cases. The solution provided a 360 degree customer view at the advisor desktop to present prior purchases and open cases for faster issue resolution.
Architecturally the solution used Vonage cloud contact center infrastructure integrated directly with Salesforce, with the Universal Call Distributor linked to Salesforce records for case-aware routing and agent context. The cloud deployment was planned to operate seamlessly across Vax office moves and to permit advisor logins from any site with a phone line and internet connection, supporting contingency operations. Vonage Workforce Management operated alongside the contact routing and quality modules to align staffing to real time demand.
Governance and process change accompanied the technical rollout under the leadership of the Head of Customer Contact, with redesign of workflows, advisor empowerment to resolve cases, new personal development plans, incentive alignment and staged training. Rollout activities included face to face updates, visual communications on site and Q&A training sessions, and the implementation was coordinated with an imminent office relocation to ensure continuity of service.
Outcomes reported by Vax following implementation included first contact resolution rising from 78% to 87%, a reduction in contact centre headcount from 97 to 84 while handling the same volume of contacts, average call handling time reduced by 20 seconds, and calls handled per advisor increasing from six to eight per hour, alongside materially improved employee satisfaction.
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