Natterbox
Driving Telephony to a New Dimension

Despite the proliferation of chatbots, messaging apps, and several other AI-driven technologies, contact center operations are still run by human agents and telephony at large. However, providing personalized customer service has become a significant challenge for contact centers’ owing to their inability to build real-time customer profiles by leveraging client information. Often, customers have to wait for a long time to reach the right agent who can address their issues. It’s a no brainer as to how this can lead to unsatisfied customers and, eventually, the business in question losing them to competitors.

Poised to solve this challenge, Natterbox enables organizations to manage their end-to-end phone system and contact center operations more efficiently. Fully embedded and managed within Salesforce, Natterbox allows its clients to route their customers to the right agent by leveraging Salesforce service cloud information and ensure IVR-free caller journeys. “Global telephone numbers, PBX cloud contacts, or anything related to telephony can be fully managed through Salesforce. Clients can have the benefit of our solution by logging into their Salesforce account. They don’t need any additional installation or infrastructure,” says Neil Hammerton, CEO and co-founder of Natterbox.

Launched in 2010, Natterbox has solved business telephony issues for companies across various industry verticals, including retail, manufacturing, and utilities. Over time, the company has witnessed the increasing demand for remote communication capabilities. To this end, Natterbox has introduced a brand new interface, Freedom. It enables agents to quickly work from any location and any device (a home phone, mobile, or Freedom integrated phone) that they prefer for making or receiving a call. Also, the interface empowers users to decide who can contact them. For instance, on vacation, an employee can choose to receive calls from VIP customers alone. This is beneficial for both an employee and an organization, as both retaining important customers as well as managing employee workloads become a lot easier. “Freedom runs within Salesforce, but if one is not logged in to Salesforce, it can run as a web or mobile app. We have designed it keeping our customers and their convenience in mind,” comments Hammerton.

Freedom runs within Salesforce, but if one is not logged in to Salesforce, it can run as a web app or a mobile app

In a nutshell, Natterbox gives the freedom to manage all inbound and outbound communications seamlessly.

Additionally, utilizing cutting-edge technologies, such as AI and predictive analytics, Natterbox is now able to understand the context of any conversation— whether a customer is satisfied or not in their interactions with the agent. Based on this information, the solution can escalate both agent performance issues as well as customer intents to managers. It can notify them when an agent needs training about a given topic.

With such a holistic offering, Natterbox has attained a legion of happy clients. One of its customers faced problems with an enormous number of inbound calls, which was more than its contact center could handle. Subsequently, its customers had to wait for more than 30 minutes to reach an agent. With Natterbox, the client was able to set up a mechanism wherein if any customer disconnected a call after waiting for ten minutes, and then called again on the same day, he or she will be directly connected to an agent without waiting. In effect, the client’s customers were more satisfied, which substantially helped in customer retention.

With many similar client successes under its sleeve, Natterbox has planned a two-pronged growth plan for 2020 to continue serving its clients the edge they hold. From a technological standpoint, the company is working on adding multiple communication channels and integrating those seamlessly to address the changing demands of its clients. Secondly, the company has plans to bolster its presence in different regions of the U.S. and Europe. “Our goal is to serve our clients in the best possible way. To achieve these goals, we hone our capabilities by largely investing in our staff as well,” concludes Hammerton.