Vonage Contact Center helps Homeless Link handle 250% increase in calls during COVID-19

Rhea-AI Summary

Vonage (Nasdaq: VG) announced that Homeless Link successfully managed a 250% increase in call volume while operating remotely during the COVID-19 pandemic, thanks to the Vonage Contact Center. This solution allowed the charity to transition seamlessly to remote work, handling up to 700 calls daily. The integration of communication channels into their CRM system improved call handling and response times. Vonage's cloud-based technology provided flexibility and scalability, crucial for supporting homeless individuals during the pandemic.

Positive

• Homeless Link handled a 250% increase in calls with the Vonage Contact Center.
• The solution enabled seamless transition to remote work, with up to 700 calls managed per day.
• Cloud solution enhances flexibility and scalability for responding to increased demand.

Negative

• None.

HOLMDEL, N.J., July 8, 2020 /PRNewswire/ -- Vonage (Nasdaq: VG), a global leader in cloud communications helping businesses accelerate their digital transformation, today announced that Homeless Link has been able to handle a 250 percent increase in calls while operating remotely, in response to the COVID-19 pandemic, with the Vonage Contact Center.

Homeless Link is the national membership charity for organisations working directly with people who become homeless in England and Wales. In partnership with St Mungo's, the charity uses the Vonage Contact Center to provide its 24/7 StreetLink telephone service which is a means of ensuring rough sleepers are connected to their local services and the support available to them.

With 'business as usual' disrupted amid the COVID-19 pandemic, Vonage enabled StreetLink to seamlessly transition all employees from working at its offices to their homes overnight, while handling up to 700 calls a day.

"When the Government announced the lockdown, calls to StreetLink increased substantially. At the same time, our team needed to start working entirely from home," said Gareth Thomas, Senior Information Manager at Homeless Link. "The Vonage Contact Center has been absolutely invaluable for StreetLink since it enabled us to quickly react to the changing circumstances and move employees to 100 percent remote work without ever having to disconnect phone service.

"Without the Vonage Contact Center, we would not have been able to offer our phone service at all over the last few weeks."

Vonage's award-winning contact center solution integrates communications channels without expensive, disruptive hardware changes and plugs straight into an organisation's CRM platform, meaning StreetLink's 20 agents benefit from immediate access to a caller's history of interactions, improving handling time and the caller experience. As a flexible, scalable cloud solution, agents can log into the Vonage Contact Center wherever they are and it can be easily scaled in line with StreetLink's needs, effectively boosting the organisation's response to any increase in demand.

"StreetLink's volunteer-led service is vital in helping to tackle homelessness by enabling members of the public to link people who are sleeping rough with the local services that can support them. At a time when working at the office isn't an option, it's crucial for the charity to stay connected with the public without disruption," said Rodolpho Cardenuto, President, Vonage Applications Group. "We're pleased that the Vonage Contact Center has enabled StreetLink to easily operate remotely and manage the upsurge in call volumes, while delivering the best possible support to callers."

About Vonage

Vonage, (Nasdaq:VG) a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Services Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging and Verification into existing products, workflows and systems. Vonage's fully programmable unified communications and contact center applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or anywhere, providing enormous flexibility and ensuring business continuity.

Vonage Holdings Corp. is headquartered in New Jersey, with offices throughout the United States, Europe, Israel, Australia and Asia. To follow Vonage on Twitter, please visit -1%26h%3D2164537669%26u%3Dhttp%253A%252F%252Fwww.twitter.com%252Fvonage%26a%3Dwww.twitter.com%252Fvonage&a=www.twitter.com%2Fvonage" rel="nofollow">www.twitter.com/vonage. To become a fan on Facebook, go to facebook.com/vonage. To subscribe on YouTube, visit youtube.com/vonage.

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SOURCE Vonage

FAQ

What was Vonage's role in addressing the increased call volume during the pandemic?

Vonage enabled Homeless Link to handle a 250% increase in calls through its Contact Center solution.

How did the Vonage Contact Center improve operations for Homeless Link?

It allowed for a seamless transition to remote work and integrated communication channels into their CRM.

What was the peak call volume handled by Homeless Link using Vonage's service?

Homeless Link managed up to 700 calls a day with Vonage's support.

What impact did the COVID-19 pandemic have on the call volume for Homeless Link?

The pandemic caused a significant increase in call volume, prompting the need for enhanced communication solutions.

What benefits does the Vonage Contact Center provide?

It provides flexibility, scalability, and improved caller experience through integrated communications.