Moneypenny teams with Twilio and Jabra to enhance client services and AI platform

Moneypenny is delighted to have teamed up with Twilio, the leading cloud communications platform, and Jabra; leaders in engineering communications and sound solutions.

Contact Centre CLUB

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 customised the Jabra Engage 50 to seamlessly integrate into our contact centre 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 colours, indicating whether a receptionist is free, responding to a call or Live Chat, and even signalling 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 telephone 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 centre 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 customisation features of the Jabra Engage 50 to create the perfect sound experience for their agents and customers at Twilio Signal.”

About Moneypenny

Moneypenny is the world’s leading outsourced communications provider, delivering Telephone Answering, Live Chat, Switchboard and multichannel customer services. Moneypenny works with businesses of all shapes and sizes, from sole traders right up to multinational corporations. Visit https://www.moneypenny.com/uk/