Engaged Employees, Enhanced Customer Experience: How Headsets.com Built a Contact Center’s Contact Center With Vonage

The team behind Headsets.com has been America’s headsets specialists for 25 years, providing over 1.5 million businesses with high-quality, ergonomic wired or wireless headsets for office or remote work. As the leading headset supplier in North America, peerless customer service - what the team calls “customer love” - is the bedrock of the company’s culture. From start to finish, at every touchpoint, the Headsets.com customer experience is paramount.  

“At Headsets.com, customer love drives every decision we make as a company,” said Rick Mills, CFO at Headsets.com. “We have an amazing team that truly wants to help and support our customers however they can and give them the best experience possible, every time. To make this possible, we need to provide our team members with communications technology that is reliable, fast, simple, and integrated - and Vonage does that.” 

To meet their high standards of customer experience, Headsets.com, the prime retailer of Leitner headsets, relies on Vonage Business Communications (VBC) for a flexible, unified communications experience for their on-site and hybrid work employees, integrated with Vonage Contact Center for increased productivity and personalized, intelligent customer connections. With Vonage, the Headsets.com team has strategically built both internal and external communications workflows that power exceptional experiences for both customers and employees.

Flexible, Seamless Employee Engagement

Before moving to Vonage’s cloud-based unified communications application, Headsets.com used a legacy on premise solution - a solution that was quickly becoming obsolete and didn’t  provide the kind of flexible, reliable connection to support the future of hybrid and remote work. 

“Our old system only allowed team members to make calls from their desk phone, so we were tied to the physical office location in a very real way,” recalls Kevin Peña, Strategic Partnerships Manager, Headsets.com. “Since moving to Vonage Business Communications, we have team members working in home stations, office stations, or both and they are able to seamlessly log in from wherever they are that day. We can log in to our VBC accounts and make or receive calls from a cell phone just as easily as an office phone with a simple, user-friendly interface that keeps calls, voicemails and messages all in one place.”

In this world of remote and hybrid working, the ability to choose when, where, and how you’re “in the office” is key. By choosing VBC and Vonage Contact Center to provide seamless integration from the same platform, Headsets.com agents can collaborate across the organization to most effectively serve customers, resolve their issues and create an excellent customer experience.

“As a remote worker, there’s been so much more flexibility since we switched to Vonage,” explains Ann Brady, Strategic Partnerships Manager, Headsets.com. “Now wherever I am, Vonage Business Communications gives me the ability to stay in touch with colleagues, customers, and partners across devices and across channels so we can choose the most convenient way to connect - whether it be call, video chat or text.”

Next-Level Agent Experience

In the spirit of customer love, Headsets.com sets an exceptional standard for its customer support team — answer every call live within just four rings. And powered by Vonage, the team has a 98% success rate. The Headsets.com customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting, all working together to create the smoothest, most positive experience for every customer, every time.

“Many of our customers are customer support professionals themselves, so we have built a contact center’s contact center,” Mills notes. “We understand how critical it is for a contact center to operate smoothly - businesses can’t afford for agents to be down for extended periods of time because their headset isn’t working properly. With our combined Vonage solution, we have an efficient, flexible, intelligent system that allows our team to service customers quickly and painlessly — and with a smile.”

Vonage brings together the best of voice, video, chat, contact center, and analytics in a single cloud-based communications solution that has given Headsets.com the tools needed to be successful, to optimize customer service and improve agent satisfaction. Vonage’s unified communications solution combined with its contact center solution offers visibility into call data, skills-based routing to the right contact, and the ability to access customer account information all from within the same platform so agents are ready and a customer’s time isn’t wasted.

First-Class Customer Support

It is clear that Headsets.com knows how to provide exceptional customer support — and they expect nothing less from their technology provider.   

“We have been impressed by the Vonage team — from sales people to engineers to customer success managers —- that have supported us through the implementation process and day to day,” noted Mills. “There’s a commitment to providing us with the resources we need to ensure that we have the right fit when it comes to features and services to allow our team to do their best work, every day.”

Discover how Vonage’s integrated unified communications and contact center solutions can elevate your employee and customer experience and enable you to build better connections, conversations and engagement.