Zoom Contact Center helps Vensure provide faster and more seamless client care worldwide

Vensure Employer Solutions is a global payroll software company that processes payroll for over 3 million people around the world, managing the entire payroll process from start to finish. Speed, accuracy, and compliance are crucial for such a complex line of business, as one misstep could mean a customer’s staff won’t get paid on time. With a rapid acquisition model and over 10,000 employees worldwide, Vensure quickly identified the need for an enterprise-grade cloud contact center. Not just any solution would measure up; it needed to be flexible enough to keep up with Vensure’s speed of growth while being easy to use and manage and possible to integrate with its existing systems.

A familiar platform with all the right features

After extensive research, Andrew Lindley, chief information officer at Vensure, landed on Zoom as the right platform partner for its contact center and voice solutions.

The fact that both the IT and customer success teams were familiar with Zoom helped the implementation of Zoom Contact Center and Zoom Phone move quickly and smoothly. “Zoom’s professional services team helped us design the platform in a way that allowed us to successfully move 3,000 people in a single day, without service interruptions. That was a testament to some great planning and help from that team.”

And the fast pace continues. Andrew was delighted to see new features added every month and has been working with the Zoom team to implement updates in a matter of days without disrupting existing workflows. “Our users just know that Zoom works, and it’s really nice for us to be able to move quickly as our business changes.” 

Serving global customers their way on multiple channels

After many years of offering customers just two ways to get in touch—phone and web chat—both of which ran on separate platforms, Vensure needed to broaden its channel options. Providing more convenience became increasingly urgent as its clients’ expectations evolved. By allowing clients to connect via voice, chat, email, or SMS, Vensure can provide a better level of care. Not only that, the customer success team can also keep track of all interactions on one interface. Nick Smith, VP of client experience, called out the benefits of Zoom’s text feature specifically: “We get a lot of traction when we can answer a question really quickly with the text feature. That’s been an absolute game changer for us.” 

And text isn’t the only way clients can get a speedy answer. While voice is still the channel of choice for many of Vensure’s customers, Zoom Virtual Agent is quickly becoming an easy way for clients to get quick, immediate answers before they even speak to a live agent. By loading their knowledge base into Zoom Virtual Agent, Vensure’s IT team can use AI to help create custom flows and provide responses to client questions. 

Serving customers their way doesn’t stop at the channel they choose to connect on. With a global workforce, Vensure has the opportunity to offer 24/7 support to customers in different languages. Not only has the global deployment of Zoom Contact Center and Zoom Phone been seamless, but agents now can route customer calls to the appropriate native speakers for assistance. This helps free the team from the tricky task of translating mid-call. 

Faster call resolution in one communications platform

In Vensure’s mission to provide the best possible service to clients, they’ve discovered that the faster they can route calls to the right people, the higher the likelihood of single-call resolution. Now that every Vensure employee uses Zoom Phone, anyone can easily be added to a client call that comes in via Zoom Contact Center. This means clients can get quick access to subject matter experts across the company who can answer their questions and resolve their issues first-hand. The result: shorter calls and fewer return callers.

To help ensure they’re staying on top of the care they provide, Vensure added the survey functionality in Zoom Contact Center for direct feedback after a call.

A single sign-on across multiple apps

Vensure’s prior contact center solution soon became unmanageable as the company grew. As their employee count got into the thousands, they knew they needed to create more efficiencies. With Zoom’s integration capabilities, Vensure integrated their identity provider, Microsoft Identity, with Zoom Phone and Zoom Contact Center so they could auto-provision accounts with a single sign-on. 

A steadfast partner that grows with you

When choosing a platform that supports all of their client communications, Vensure needed to find a stable solution on a platform they could trust. Andrew shared their feelings on finding Zoom Contact Center: “[Zoom Contact Center] has been rock solid for us. Trusting the solution will provide solid communications has been a great relief.”

There are a few things the Vensure team is keeping their eye on as they plan their customer success strategy with Zoom Contact Center. From amplifying Zoom Virtual Agent to quality management, there’s a lot in motion. But the addition of AI is something that excites the team the most. “AI can answer questions instantly. We already have some things built out that are adding impact, and I know it’ll be a tool that will enable faster issue resolution for our clients around the globe.”

Looking to the future, Nick summed it up:

“Zoom Contact Center has been a blessing for us. When we work with them, they always give us ideas on how to do things better. Zoom Contact Center is going to be a partner of ours for a long time.”