Voiceability – Crafting The Future Of Digital Communication

Overview

VoiceAbility is a voice and rights charity and one of the largest providers of independent advocacy and involvement services across the UK. VoiceAbility has supported people to have their voices heard and rights upheld for over 40 years.

The Challenge

Servicing Customers in their Channel of Choice

VoiceAbility had an existing cloud telephony system with another provider which was not providing the level of detail and flexibility required. The increasing demands of a dynamic clientele, coupled with the evolving technological landscape, highlighted the pressing need for an upgrade. At its core, VoiceAbility wanted to achieve five key things:

• Harnessing the power of automation
• Single sign-on for enhanced security
• Transparency in communication
• Integration with Salesforce
• High Availability

The Solution

In a bold 13-week sprint, VoiceAbility embarked on a transformative journey under the astute guidance of Sabio Group. Central to this transformation was the innovative use of voicemail routing, transcription, and recording within Salesforce.

The Results

VoiceAbility now benefit from an enhanced digital telephony experience that is natively rooted in the world’s most preferred CRM platform, Salesforce, supercharged by the robust capabilities of Amazon Connect.