New10 Partners with Vonage to Transform Contact Centre and Deliver a White Glove Customer Experience

Vonage
(NASDAQ:VG), a global business cloud communications leader, today
announced that New10 has selected its contact centre solution to better
serve its customer-base by delivering exceptional experiences.

Based in the Netherlands, New10 is a financial services company which
helps entrepreneurs to finance their plans and ambitions for growth.
Offering a fully digital lending process, New10 makes credit decisions
within 15 minutes with clear conditions and insights of the applicant’s
financial health.

For New10, customer experience is the key business differentiator and
essential for maximising customer retention and maintaining its rapid
growth. New10’s goal is to provide its growing customer-base with a
‘white glove’ experience, whether for a customer calling for support
during an application, or a New10 agent proactively contacting a
customer who may need assistance with the application process. Following
a market evaluation, the company implemented Vonage’s award-winning
contact centre solution for its Salesforce integration, omni-channel
routing and reporting capabilities, together with its call quality and
scalability.

Mitchell Baas, Head of Customer Relations at New10, comments, “We wanted
to transform the experience we offer our customers with the introduction
of Vonage’s contact centre solution. We were impressed with Vonage’s
Salesforce integration, call quality and voice assurance and are
delighted to have moved to a stable and flexible platform which will
help us scale our CX function as we grow.”

New10’s advisors will now benefit from immediate access to a customer’s
entire history of interactions, and with Vonage’s fully-integrated
omni-channel experience, the company can deliver a consistent customer
experience between Salesforce and the contact centre. New10 can route
voice and interactions through email, chat, SMS, video and social
channels in an integrated and unified manner, uniformly empowering
digital and voice agents, optimising resources and improving management
of KPIs across customer interaction channels. The company can therefore
provide a rich, consistent and integrated experience, irrespective of
the channel chosen by its customers, and without switching to a
third-party solution.

Vonage’s dynamic routing capabilities can also help optimise performance
by identifying callers who have previously submitted an application and
routing them directly to the account team or assigning them higher
priority in the queue – further improving handling time and customer
satisfaction.

All advisors can log into the same system wherever they are, as all they
need is a phone and internet connection, meaning they can work from
multiple locations. The platform offers a real-time window into the
entire contact centre operation, so agents can be easily managed, and
call recordings together with customisable reports allow the company to
understand where improvement opportunities exist.

Paul Turner, VP Benelux and Nordics at Vonage, adds, “Vonage is pleased
to have been chosen as an important partner of New10 as it seeks to
compete on customer experience, while benefiting from complete
flexibility and scalability. Salesforce integration is central to
Vonage’s contact centre solution, enabling businesses like New10 to
create customer experiences that help them serve better and sell more.
Our solution integrates effectively, for better access to rich customer
data, from which agents can make personal connections through every
channel”.

To learn more about Vonage and its contact centre solution, visit www.vonage.com
or www.newvoicemedia.com.

Salesforce and others are trademarks of Salesforce.com, Inc.

- ENDS –

About Vonage

Vonage
(NASDAQ:VG)is redefining business communications once again. We're
making communications more flexible, intelligent, and personal, to help
enterprises the world over, stay ahead. We provide unified
communications, contact centers and programmable communications APIs,
built on the world's most flexible cloud communications platform. True
to our roots as a technology disruptor, our flexible approach helps us
to better serve the growing collaboration, communications, and customer
experience needs of companies, across all communications channels.

Vonage Holdings Corp. is headquartered in New Jersey, with offices
throughout the United States, Europe, Israel, Australia and Asia. To
follow Vonage on Twitter, please visit www.twitter.com/vonage.
To become a fan on Facebook, go to facebook.com/vonage.
To subscribe on YouTube, visit youtube.com/vonage.

About New 10

New10 helps owners of SME businesses to finance their plans and
ambitions for growth. Our goal is to set up a new norm in SME lending by
offering a fully digital application process from uploading financials
to signing contracts. New10 provides the credit decisions within 15
minutes with clear conditions and insights of the applicant’s financial
health. Entrepreneurs can complete their application wherever and
whenever they like. Fast, simple, and clear.

New10 is an initiative by ABN AMRO. It combines the financial knowhow of
the bank with the agility of a Fintech. Our clients get the attractive
interest rate of a loan from the bank, with the ease and speed of an
online financing partner.

For more information about New10, please visit new10.com.

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