Moneypenny Moves to a Digital Contact Centre – Jabra Engage 50 and Twillo Flex takes customer service at Moneypenny to the next level
Company – Moneypenny, the world’s leading outsourced call handling service.
Profile – Moneypenny provide outsourced receptionist services to thousands of companies who lack on-site staff to handle incoming calls.
With 225,000 customers, Moneypenny serves organisations from start-ups to multinationals, spanning industries from automotive to veterinary and healthcare, from their bases in the UK and US.
– Unique 3-mic system with intelligent noise cancellation
– Customizable status lights1 on both earcups
– Rich call analytics for the business
Moneypenny wanted to move from desk phones to softphones using Twilio Flex, an open, cloud-based contact centre 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.”
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.”
The Jabra Engage 50 seamlessly integrates with Twilio Flex
Kelly continued, “The free, open Jabra Software Developer Kit (SDK) works across operating systems, enabling Moneypenny to seamlessly integrate Jabra Engage 50 into our platform, with great support from Jabra. Our receptionists now work on a fully integrated platform powered by superior sound, which improves the experience for both customers and receptionists.”
Jabra Engage 50 and Twilio Flex take customer service at Moneypenny to the next level Jabra Engage 50
Customized status lights reduce interruptions
The colored status lights on the Jabra Engage 50 give an overview of the status of the teams for reporting purposes. The status lights are visible on the headset earcup and also display within the Twilio Flex system, and enable the receptionists to easily change their status.
Using the open Jabra SDK, Moneypenny were able to customize the status light colors to meet their business needs.
Customizable status lights on both earcups help the team to self-manage because they indicate the status of colleagues.
Green: Available – Blue: On a call – Purple: On live chat – Red: Logged out / Unavailable – Yellow: Birthday
Sidetone feature reduces noise
The Jabra Engage 50 is being rolled out across the contact centre. The teams who are already using the new headset have noticed that their areas of the contact centre 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, withzero background noise.
Enhancing the customer experience
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.”
Moneypenny are continuing the roll out of Jabra Engage 50 and Twilio Flex across their UK & US teams. Next steps are to work with Jabra to evaluate some of the Jabra Engage 50 software capabilities, such as background noise measurement and simple speech analytics, to assess how this data could be used to further enhance customer satisfaction.
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Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. Proudly part of the GN Group, we are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; and wireless headphones and earbuds that let consumers better enjoy calls, music, and media. Jabra employs close to 1,100 people worldwide, and reported annual revenue of DKK 4bn in 2017.
The GN Group, founded in 1869, operates in 100 countries and delivers innovation, reliability, and ease of use. Today, GN employs more than 5,500 people, and is Nasdaq Copenhagen listed.