NATTERBOX LIMITED

About NATTERBOX LIMITED

Natterbox Limited offers a cloud-based contact center and business phone system operating entirely within the Salesforce ecosystem. The company was founded in 2009 by Neil Hammerton and Neil Burgess, who serve as CEO and CTO respectively. Hammerton, a serial entrepreneur with a background in security software sales and a career start at British Telecom's research labs, identified a market opportunity after observing poor handling of incoming calls at a previous company. Despite having limited initial knowledge of the telecommunications sector, the founders educated themselves and established Natterbox to integrate voice communications into the digital customer experience.

The firm's core business revolves around providing a global cloud PBX service that captures and integrates voice data directly into customer relationship management (CRM) processes. This service is designed for businesses of all sizes, from SMEs to large enterprises, that rely on Salesforce and want to enhance their customer interactions over the phone. Revenue is generated through a subscription-based model with pricing tiers such as Pro and Premium, and custom plans for enterprise clients. Natterbox serves over 600 organizations globally, including well-known brands like Groupon, Virgin Wines, and Legal & General.

Natterbox's platform is a software-based, VoIP solution that eliminates the need for physical hardware. Its key features include click-to-dial functionality, call recording, dynamic and skills-based call routing, voice transcription, and speech analytics. The system allows administrators to manage their entire phone system, purchase numbers, and design personalized caller journeys directly within Salesforce. Recently, the company has expanded its offerings to include omnichannel communication capabilities, integrating SMS and WhatsApp to provide a unified customer interaction history. A significant focus is on artificial intelligence, with products like AI Assistants and AI Agents designed to automate customer interactions, handle tasks, and provide 24/7 service without wait times. The platform also offers integrations with other tools, such as Microsoft Teams, to provide a more holistic communication solution.