Moneypenny Teams with Twilio and Jabra to Enhance Client Services and Their AI Platform

Moneypenny, the world’s leading outsourced communications provider, has teamed up with Twilio, the leading cloud communications platform, and Jabra, a leader in engineering communications and sound solutions. Moneypenny is leveraging Twilio Flex, a programmable contact center platform, to enhance Moneypenny’s client experience and further strengthen its Artificial Intelligence (AI) platform, which drives exponential learning to deliver even better service for customers.

Moneypenny provides telephone answering, live chat, switchboard and multichannel customer services to more than 225,000 customers, and has been working with Twilio for 18 months to further enhance its AI capability and connect communication channels.  Twilio Flex, gave Moneypenny the control to build and improve customer and agent experiences by using AI information with their own bespoke Customer Relationship Management (CRM) system.  Moneypenny uses AI on a daily basis within its internal systems to become 190,000 times smarter every day: each of the 15 million annual client communications undertaken by Moneypenny generates five learnings, which are then used to make the services even more efficient.

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To further enhance Moneypenny’s AI capability, the company is also working with Jabra. Using the open Jabra Software Developer Kit, Moneypenny customized the Jabra Engage 50 to seamlessly integrate into its 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 whether a receptionist is free, responding to a call or Live Chat or even whether it is their birthday.

Joanna Swash, Global CEO of 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.”

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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 that “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.”

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 Aug. 6 and 7, 2019 at The George R. Moscone Convention Center West in San Francisco.

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