We are delighted to have teamed up with Twilio, the leading cloud communications platform, and Jabra; leaders in engineering communications and sound solutions.
Moneypenny is leveraging Twilio Flex, a programmable contact center platform, to enhance our client experience and further strengthen our Artificial Intelligence (AI) platform, which drives exponential learning to deliver even better service for our customers.
We’ve been working with Twilio for 18 months to help further enhance our AI capability and connect communication channels. Twilio Flex has given us the control to build and improve customer and agent experiences by using AI information, together with our own bespoke Customer Relationship Management (CRM) system.
AI is used on a daily basis within Moneypenny’s internal systems to help us become 190,000 times smarter every day: each of the 15 million annual client communications we undertake generates five learnings, which are then used to make our services even more efficient.
To continuously improve our AI capability, we are now working closely with Jabra. Using the open Jabra Software Developer Kit, we have customized the Jabra Engage 50 to seamlessly integrate into our contact center platform, supporting a superior sound experience for both customers and receptionists. The headsets will feed vital AI information, such as background noise measurement and simple speech analytics, into Twilio Flex and will also signal with various status light colors, indicating whether a receptionist is free, responding to a call or Live Chat, and even signaling a birthday!
Joanna Swash, Global CEO at Moneypenny comments “We are delighted to be working with Twilio and Jabra to enhance our services for our clients. With Twilio Flex, we are able to streamline our communication services, such as phone answering, Live Chat, and WhatsApp, into one integrated interface, which will assist our AI capability. Our new Jabra headsets will work with these systems to provide further AI information so our services will remain at the forefront of technology. Over 90% of the businesses that work with us would never have access to this communication technology on their own, but they’re accessing it every day, via our services.”
Rob Brazier, Sr. Director of Product, Twilio Flex, comments that “With the power of programmability available through Twilio Flex, Moneypenny has been able to build a contact center that fits around their unique business needs, rather than the other way around. Moneypenny is using Twilio Flex to bring together communication channels, AI capabilities, a bespoke Customer Relationship Management (CRM) and Jabra headsets into an integrated and intuitive agent experience. It’s great to see Moneypenny using Flex to build better experiences for agents and for customers.”
Mauro Caule, Senior Business Development Manager from Jabra adds “Jabra is committed to providing sound solutions that are engineered to support excellence in call quality and superior sound. We are excited to reveal how Moneypenny leveraged the robust analytic and customization features of the Jabra Engage 50 to create the perfect sound experience for their agents and customers at Twilio Signal.”
Moneypenny’s work with Twilio and Jabra will be showcased at Twilio’s SIGNAL conference in San Francisco. The 5th annual developer and customer conference will focus on building digital relationships, and will take place on August 6-7, 2019, at The George R. Moscone Convention Center West in San Francisco.
Moneypenny helps businesses earn new and retain existing customers by offering a customized suite of inbound call and customer contact services. From a state-of-the-art facility in Charleston, South Carolina, and the UK, Moneypenny manages more than 15 million calls, chats, text messages, and emails for more than 13,000 clients annually.
Moneypenny was awarded the prestigious Queen’s Award for Enterprise in Innovation in 2008 and was recognized by The Sunday Times as one of the ‘100 Best Companies to Work For’ an astonishing five times, including top 5 listings in 2015 and 2017. Moneypenny’s charitable arm helps unemployed and underserved young women in the local community find new opportunities in life and work through its ‘We Mind The Gap’ initiative.