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Vertafore implements Vonage's contact center solution.

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Vincent

INTERNET BUSINESS NEWS-(C)1995-2019 M2 COMMUNICATIONS

Vonage (NYSE:VG), a global business cloud communications leader, has announced that national insurance software services provider Vertafore[R] has realized shorter hold times for its customers, additional means of communication and a better overall customer experience, since implementing the NewVoiceMedia (NVM) solution, the company said.

The NVM solution is used by enterprises for their contact center and inside sales needs.

Established in 1969, Vertafore has been the way for the insurance distribution channel for 50 years, providing exceptional service and powerful technology for its customers. With the largest customer base in the industry, the company has consistently held significant market share, revenues have been healthy and customer satisfaction scores have regularly come in at a solid 8.7 out of 10.

Call data available through the NVM solution revealed that customer hold times were an area for improvement for Vertafore. By assigning manpower where it was in demand, hold times improved fourfold, now hovering between just 35 and 40...

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