The Vonage Contact Center chosen by Barry Callebaut Group

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, announced that Barry Callebaut, one of the world’s leading manufacturers of high-quality chocolate and cocoa products, has selected the Vonage Contact Center (CCC) for the Salesforce solution to optimize communications with customers and improve its operations.

Based in Zurich, Switzerland, the Barry Callebaut Group is a Belgian-Swiss cocoa processor and chocolate manufacturer, with an average annual production of 2.2 million tons of cocoa and chocolate. From sourcing and processing cocoa beans to producing some of the finest chocolates, including chocolate fillings, decorations and compounds, the Group operates more than 60 production sites worldwide and employs a hand -diverse and dedicated global workforce of more than 12,000 people.

“Vonage Contact Center for Salesforce will enable our EMEA customer service agents to manage inquiries, gain actionable insights and improve the overall customer and employee experience,” comments Magali Wauters, Training Manager at Vonage. customer experience at Barry Callebaut. “Vonage has provided us with a unique, flexible and scalable cloud communications solution that will help us deliver a consistent and personalized customer experience at every touchpoint.”

Barry Callebaut chose Vonage for its deep Salesforce integration, omnichannel capabilities, and secure and reliable customer interactions. Vonage delivers an end-to-end unified communications experience because it owns the entire technology stack, from contact centers to unified communications, APIs and AI. Vonage’s Contact Center integrates all communication channels without costly and disruptive hardware changes and connects directly to Salesforce, improving internal processes and increasing efficiency.

“Additionally, the Vonage Contact Center solution was implemented during the pandemic, when we were unable to physically meet with our Vonage team,” comments Tom Van Lierde, Senior Business Analyst at Barry Callebaut, “What was most Impressive is that we still managed to have a smooth and timely delivery of the project, which highlights the professionalism and experience of our technology partner.”

“The demand from organizations to deliver personalized and intelligent experiences across channels has never been greater,” said Paul Turner, vice president, strategic accounts for Vonage. “Vonage has one of the most comprehensive and global solution sets on the market and we are delighted to help Barry Callebaut build meaningful connections with its European customer base, creating the best experience possible.”

With the integration of Salesforce at the heart of Vonage’s contact center solution, agents have the ability to access all of the tools provided by a cloud-based contact center solution, all in the same environment. This includes the ability to route calls to the right agents to meet immediate customer needs, connect with customers around the world, and customize dashboards with real-time performance data and analytics.
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About Vonage

Vonage, a global leader in cloud communications, helps businesses accelerate their digital transformation. Vonage’s communications platform is fully programmable and enables the integration of video, voice, chat, messaging, AI and verification into existing products, workflows and systems.

Vonage’s conversational commerce app enables businesses to create AI-powered omnichannel experiences that drive sales and increase customer satisfaction.

Vonage’s fully programmable Unified Communications, Contact Center and Conversational Commerce applications are built on the Vonage Platform and enable businesses to transform the way they communicate and operate from the office or remotely, delivering the flexibility needed to create meaningful commitments.

Vonage is headquartered in New Jersey, with offices in the United States, Europe, Israel and Asia and is a wholly owned subsidiary of Ericsson.