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Case Study – Top Right Group

By September 10, 2015 August 3rd, 2017 No Comments

trg-company-logos3Verba Technologies work closely with its partners, resellers and distributors to provide their customers with an effective recording solution. Verba worked with Modern Networks, one of its partners, to deploy our recording solution at the Top Right Group.

The Top Right Group is a business-to-business media platform group which has an impressive portfolio of independent operating companies i2i Events Group, a leading exhibitions and events business; Lions Festival, the organizer of the International Festivals of Creativity globally; WGSN Group; 4C Group, a collection of world-class information brands; and EMAP, a brand – led content  subscription service.

The Top Right Group had already successfully implemented Salesforce CRM and Cisco Jabber, which enabled employees to communicate effectively on any device and collaborate efficiently. The challenge was to combine these two applications in order to enhance the productivity of the sales team and ensure a faster connection to the relevant people.

What was the solution?

Verba worked with Modern Networks to formulate an effective collaboration solution for the Top Right Group.  What were the requirements? Greater visibility of customer interactions was required and detailed data insights.

The Verba Recording System was integrated with Salesforce to support the review of all call recordings direct from the Salesforce interface. This enabled sales agents to access call recordings direct from the Salesforce interface, with just one click.

What were the benefits?

  • Visibility of inbound and outbound calls – the integrated solution provides comprehensive reporting, which ensures managers have detailed insights into the activities of sales agents.
  • Monitoring agent performance effectively – managers can listen to call interactions between agents and customers to review their performances.
  • Deeper visibility of every customer interaction: the integration has provided detailed data insights for management.
  • Focused training – with the Salesforce and Verba integration our managers can listen to live agent’s conversation and retrospectively review recording directly from Salesforce to identify the potential training needs of sales teams.

Hirran Pattani, Head of Solution Delivery feels ”…the unification has given us deep insights on real-time performance of our sales organisation at a truly granular level.”.