Day 2 at Dreamforce 2021

Events like Dreamforce provide a place for businesses and the tech world to come together to share new ideas, best practices, and exciting communications tools that are transforming the way we all do business by driving exceptional employee and customer experiences. And in the age of the Experience Economy, customer experience has become the primary means for businesses to differentiate and to thrive.

illustration of two people on their laptops, one is wearing a contact center headset, leaning against a yellow start, with a purple background and a plant

Day two of Dreamforce highlighted the Vonage offering with our session, ‘Interconnectivity: Drive Beautiful Business Outcomes’ live on Salesforce+, which focused on just that - strategies and solutions designed to help businesses put people and conversations first, for the ultimate customer experience. James Roth, SVP & GM, Applications Group at Vonage was joined by Joe Steinbach, CIO of Author Solutions, for an informal discussion about how the leader in supported self-publishing has implemented innovative communications tools to reimagine operations and built a fundamentally new way of connecting in a post-pandemic world. 

Founded in 2007, Author Solutions facilitates the publishing process, merchandises its clients’ books in brick-and-mortar stores and digital channels, affords content creators exclusive rights to their work, and more. With its internationally deployed on-premises business communications system and reliance on just two telephony carriers came a raft of troubles for the publisher. Its IT department struggled to mitigate latency during peak call times, maintain confidentiality and security for call recordings, and prevent callers from being abandoned in the IVR. Further, Author Solutions’ agents had to constantly juggle their CRM and business communications tools just to deliver the most basic level of service, supervisors couldn’t review customer reports without submitting support tickets to SQL experts and database administrators, and infrastructure wasn’t ready for a switch to remote working.

To address these issues, the company found a solution in Vonage Business Communications and Vonage Contact Center for Salesforce, that would enable Author Solutions to activate remote working quickly, route callers to the most appropriate agents, minimize network lag, and more.

Opening the session, James noted, “We know that organizations who provide their teams with tools to better connect with each other in the service of the customer are solving customer challenges more quickly. Now more than ever, businesses worldwide are realizing the value of integrating the contact center with collaboration and unified communications solutions to keep employees connected and working efficiently to deliver a seamless, consistent and personalized customer experience.”

Joe commented, “Early on, we had a lot of diversity in our platforms and our phone system was on-premises without cloud functionality - which we’ve leveraged enormously during the pandemic. With Vonage’s Salesforce integration, we’ve been able to streamline our processes and consolidate systems. We no longer need to worry about coding, and we would’ve had a lot more downtime and bigger hurdles had our old system been in place when the pandemic started. Vonage has offered us a platform through which we can continue to transform and scale our business.”

Expanding on Author Solutions’ response to the pandemic, Joe said, “We moved quickly, we were very reactive and had our U.S. workforce remotely deployed within three days. What’s been absolutely critical has been building a remote infrastructure that can support this, and the communications tools that have helped drive us through, like Vonage Business Communications, Vonage Contact Center, and Slack. The ability to connect, screen-share, and have a real-time view of the contact center has been a phenomenal help in terms of efficiency and helping us get through this.”

On the importance of delivering a consistent and personalized customer experience, Joe noted, “Customer experience is absolutely critical to any business. Author Solutions has a large audience that deals in the print medium and we’ve found that most of our customers are of an older demographic with time and an expendable income, so our customer experience has been working hand in hand with them to help tell their story. But things are evolving and the digital dissemination of book content has become a big part of the equation. We now have customers who create content in blogs and through social media, so the business has needed to evolve and pivot to a different demographic. It’s exciting as technology changes very rapidly, but an essential part of great CX is customer awareness and understanding their individual needs.”

Day one of Dreamforce saw Vonage take part in an exciting, virtual demo jam, and now is your last opportunity to vote for your favorite! Hosted by Salesforce MVPs Gordon Lee and Megan Himan, we joined five other Salesforce partners to showcase our most compelling use-case and features in a three-minute demo. Joe Scofield, Senior Solutions Engineering at Vonage demonstrated how you can bring even more automation, intelligence, and global calling capability to Service Cloud Voice with Vonage Contact Center. As one of the highest-rated Salesforce partners for Contact Center, through partner telephony, Salesforce customers can enjoy the best agent experience within Service Cloud powered by the world’s most flexible and reliable communications platform. 

Watched the demos? Don’t miss your opportunity to cast your vote! Voting is open here until the end of Dreamforce.

Also, make sure you’re following Vonage on Twitter and Instagram for all the best content live from the show floor!

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