Jabra Sets New Customer Service Standards Using Verint Callback* within Amazon Connect
Add the power ofĀ callbacksĀ to yourĀ customer engagementĀ channelsĀ to reduce hold times and enhance the customer and agent experience.
![](https://verint.imgix.net/wp-content/uploads/2024/08/woman-phone-living-room-home-abstract-.png?fit=max&auto=format&auto=compress)
Results
Reduced hold times.
Lowered abandon rates.
Enhanced the customer and agent experience.
About Jabra
Jabra is a global leader in audio, video, and collaboration solutions. As part of the Danish GN Group, the company has been creating technology that brings people together for 150 years. Today, that means Jabra engineers, manufactures, and markets wireless, true wireless, and corded headphones, as well as video and collaboration solutions for consumers and businesses.
Opportunity
With a global footprint and a rapidly developing business, Jabraās support specialists are busy around the world in the companyās contact centers. Mark Pritchard, Senior Platform & Automation Consultant at Jabra, is responsible for managing the global configuration for the companyās voice platform. He says Jabra was looking for a product to help further reduce customer hold times and lower abandon rates in their contact centers.
Initially, Jabra sought a callback solution to support their enterprise-level customers and was particularly interested in offering Verint Callback* online. If pilots were successful, they would consider deploying the callback feature to the rest of the companyās contact centers.
* Formerly offered as Fonolo Web Call-back.
Solution
Jabra needed a solution that required no further development and could be scaled moving forward as the business required. It was quickly evident that Verint could provide the features Jabra needed.
Pritchard says, āThe solution worked on in-house within Jabra worked well, but it took a tremendous effort to develop and maintain. It also lacked key features like scheduled callbacks and an agile and cohesive admin portal.ā
Jabra needed a solution to reduce hold times, lower abandon rates, and work seamlessly in an Amazon Connect environment, while also being more intuitive and robust compared to other solutions experienced in the past.
Pritchard says Jabra piloted Verint Callback as a premium customer care service for enterprise customers. After successfully testing the system in Europe, they followed up with a US pilot on a busy consumer line. He says feedback from customers and contact center staff during the pilot programs was very positive from the beginning.
āOur Jabra support specialists found callbacks extremely easy to use and not cumbersome at all,ā notes Pritchard. āThey were just receiving a normal phone call in the same way they receive any other call.ā
Customers loved it, too. āThe customer feedback was even better than weād hoped. We had a lot of customers requesting a callback and requests increased over time as the solution was deployed across phone queues.ā
Pritchard says that Verint stood out when compared against other vendors or solutions that could be developed using tools in the marketplace. Other solutions needed improvements with their web callbacks and scheduled callback functionality. They also required extensive development time.
āIf I look at what weāre able to do with [Verint] and what I would have to do in other solutions, it would have taken many hours of development and consultancy to reach the same results,ā says Mark.
āWe have deployed multiple successful solutions as part of our support ecosystem in the last 10 years and [Verint] has been one of the solutions which positively contributed to improving the overall customer experience.ā
Benefits
Jabraās goal to enhance their already-strong customer service by lowering abandon rates was realized almost immediately after launching Verint. Pritchard says impressive results were evident after a single day.
Verint also worked with Jabra to provide support in multiple languages. The collaboration helps ensure a seamless experience for customers as they travel through Amazon Connect into Verint by using Amazon voices ā which match the same voices used in Amazon Pollyās text- to-speech service.
Pritchard was impressed with Verintās commitment to fully understanding Jabraās business and swift and thorough problem resolution. He says the support he has received from Verintās customer success engineers has been excellent.
ā[Verint] thought of the journey, and it really complements our setup and our ability to give our customers and teams a better experience in a key channel,ā says Pritchard. āThe customer feedback was even better than weād hoped. We had a lot of customers requesting a callback and requests increased over time as the solution was deployed across phone queues.ā
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