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Case Study
Taking customer service at Moneypenny to the next level
Moneypenny wanted to move from desk phones to softphones using Twilio Flex, an open, cloud-based contact center platform. This would enable integration with other intelligent solutions and be easier and faster to scale.
The Client
Moneypenny is the world’s leading outsourced call handling service
Moneypenny is the world’s leading outsourced call handling service providing outsourced receptionist services to thousands of companies who lack on-site staff to handle incoming calls. With 225,000 customers, Moneypenny serves organizations from start-ups to multinationals, spanning industries from automotive to veterinary and healthcare, from their bases in the UK and US.
The Challenge
Moving to a digital contact center
Moneypenny wanted to move from desk phones to softphones using Twilio Flex, an open, cloud-based contact center platform. This would enable integration with other intelligent solutions and be easier and faster to scale.
Alyce Green, Product Owner at Moneypenny explained: “We strive to deliver the best customer experience, through crystal clear voice conversations at every interaction, so choosing the best headset was vital.”
The Solution
Jabra Engage 50 became top in testing
Moneypenny tested a range of different headsets to see which solution performed best for enhancing call quality and avoiding interruptions from colleagues, while ensuring seamless integration with Twilio Flex.
Oliver Kelly, Head of Technical Architecture, said: “We chose the Jabra Engage 50 because of the superior sound and easy integration with Twilio Flex. This headset was also preferred by our receptionists because not only was the sound clearer, but it is also very comfortable, lightweight, and easy to adjust - which is important when you need to wear it for many hours every day.”
Jabra solution: Engage 50 – corded digital headsets
- Unique 3-mic system with intelligent noise cancellation
- Customizable status lights (using Jabra SDK) on both earcups
- Rich call analytics for the business
Testimonial
Jabra Engage 50 seamlessly integrates with Twilio Flex
“The combination of Jabra Engage 50 and Twilio Flex is enabling us to overcome noise and interruptions, and to deliver superior sounding calls – helping us to take customer service to the next level, today and in the future.”
Alyce Green – Product Owner, Moneypenny
The Results
The results speak for themselves
The Jabra Engage 50 is being rolled out across the contact center. The teams who are already using the new headset have noticed that their areas of the contact center are noticeably quieter, as the sidetone feature enables the receptionists to clearly hear their own voices, so there is no need to talk more loudly during customer calls. The superior noise-cancelling microphone also ensures that customers hear only the receptionist’s voice, loud and clear, with zero background noise.
Emily Griffiths, Team Leader, commented: “Our receptionists really enjoy using the new Jabra Engage 50 headsets, and they’re helping to enhance the experience for our clients.”
Products used
Jabra
Engage 40
Jabra
Evolve2 Buds
Jabra
Evolve2 65 Flex
Jabra
Evolve2 85
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