The Challenge
Having previously operated its contact centre operation spanning three countries and 2,500 colleagues on eight on-premise platforms, Hastings Direct was looking for a consistent and consolidated view of its operations. One that would help drive business change, motivate colleagues, motivate supervisors, and most importantly, one that would transform the customer experience.
About the Customer
Since selling its first policy in 1997, Hastings Direct has offered a range of competitive insurance products and services. It is committed to its colleagues, customers, company, and community, with 3.4 million live customer policies and 3,300 colleagues.
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.
The Solution
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, working alongside their trusted partner, Business Systems, to implement the cloud contact centre solution in just three months.
Hastings Direct was looking for a solution which would:
- Replace its on-premise contact centre technology with cloud-based unified communications
- Improve caller experience
- Improve colleague experience
Download the full case study
30 Years and Counting
