Customer stories

With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while supporting colleagues in the best possible way.

Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively.

The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.

Equiniti needed to obtain better customer insight and optimise their processes. They wanted to be able to identify issues and processes which could be improved within their Customer Experience Centre.

Despite its high commitment to service quality, Home Group was facing challenges in its contact centre due to its former Workforce Management (WFM) tool tool reaching the end of its serviceable life.

Facing the end of a long-term contract for its existing contact centre architecture, and with a passion to renovate its existing operations to achieve business transformation, Hastings Direct decided to make the major move to the cloud with NICE CXone

IC24 was looking for a Speech and Text Analytics solution that would provide consistent reporting and deliver insights across its contact centres, whilst integrating with its existing patient management system, CLEO.

Prior to implementing CXone, Reed in Partnership was struggling with a lack of call functionality. Their set up allowed for little to no visibility of call analytics and call traffic volumes were unpredictable.

Dentsu's existing IT service desk was reliant on a third-party organisation who were not contractually incentivised to provide a modern, reliable service. The outsourced model was operating at SLA’s (Service Level Agreement) of 80% - 90% and rarely fluctuated. Although the outsourcers offered a consistent service, there was room for improvement.

Aggreko had recently purchased a new IT service management tool and acrinax recommended they implement this as a priority to realise fast improvements through better process management and improved automation.

With the weather changing day by day, and hour by hour, the UK Power Networks needed a tool to help them manage their workforce in real-time to meet customer service expectations, while having the infrastructure in place to support their growth plans.

Royal London were struggling with challenges around visibility of operations and the need to centralise their resource planning activities across multiple sites, teams, and functions. They recognised the need for a Workforce Management solution to resolve many of the pain points they were faced with.