De Bijenkorf looks to transform its customer service experience

de Bijenkorf has signed an agreement for Vonage’s award-winning NewVoiceMedia contact centre solution for its Salesforce integration, routing and reporting capabilities, together with its powerful, integrated speech analytics technology, Conversation Analyzer. As a flexible and scalable solution, NewVoiceMedia also enables retailers like de Bijenkorf to add additional licenses during seasonal spikes, to deliver a continuous effective service during these peak periods.

Christiaan Mourik, head of technology at de Bijenkorf, comments, “We’re extremely pleased to be bringing the powerful combination of Salesforce and Vonage’s NewVoiceMedia solution to de Bijenkorf. With this new technology we expect to improve our handling time and customer satisfaction, and with Conversation Analyzer we can dive into our metrics to improve call quality and training”.

Vonage’s NVM solution will enable de Bijenkorf to provide a state-of-the-art experience for customers of its physical locations and web-store, while improving its operational efficiencies and team productivity.

Built from a true cloud environment with 99.999% platform uptime, Vonage’s NVM solution integrates all communications channels without expensive, disruptive hardware changes and plugs straight into a business’s CRM platform. Salesforce integration is central to the NVM solution, enabling companies like de Bijenkorf to create customer experiences that help them serve their customers better.

NewVoiceMedia’s fully-integrated Conversation Analyzer solution uses speech-to-text to transcribe calls and deliver intelligent content categorisation for instant insight into common themes, as well as data visualisation for quick analysis and understanding of the successes and challenges in every conversation. When combined with interaction data from Salesforce, de Bijenkorf will be able to refine how to boost its successes and manage challenges more efficiently.

Paul Turner, VP Benelux and Nordics at Vonage, adds, “Together with our valued partners Salesforce and Gen25, we’re delighted to be helping de Bijenkorf deliver on its commitment to providing excellent customer service, while benefiting from complete flexibility and scalability. We look forward to seeing the company enhance its customer satisfaction with Vonage’s NewVoiceMedia and Conversation Analyzer solutions, as its advisors have exceptional conversations through every interaction”.