Jabra Sets New Customer Service Standards Using Verint Callback* within Amazon Connect

Solution

Jabra needed a solution that required no further development and could be scaled moving forward as the business required. It was quickly evident that Verint could provide the features Jabra needed.

Pritchard says, “The solution worked on in-house within Jabra worked well, but it took a tremendous effort to develop and maintain. It also lacked key features like scheduled callbacks and an agile and cohesive admin portal.”

Jabra needed a solution to reduce hold times, lower abandon rates, and work seamlessly in an Amazon Connect environment, while also being more intuitive and robust compared to other solutions experienced in the past.

Pritchard says Jabra piloted Verint Callback as a premium customer care service for enterprise customers. After successfully testing the system in Europe, they followed up with a US pilot on a busy consumer line. He says feedback from customers and contact center staff during the pilot programs was very positive from the beginning.

“Our Jabra support specialists found callbacks extremely easy to use and not cumbersome at all,” notes Pritchard. “They were just receiving a normal phone call in the same way they receive any other call.”

Customers loved it, too. “The customer feedback was even better than we’d hoped. We had a lot of customers requesting a callback and requests increased over time as the solution was deployed across phone queues.”

Pritchard says that Verint stood out when compared against other vendors or solutions that could be developed using tools in the marketplace. Other solutions needed improvements with their web callbacks and scheduled callback functionality. They also required extensive development time.

“If I look at what we’re able to do with [Verint] and what I would have to do in other solutions, it would have taken many hours of development and consultancy to reach the same results,” says Mark.