Contact Us
General Enquiries Tel: 020 8326 8326
Need Support? Tel: 020 8326 8300
calabrio
red box logo
NICE fully colourised logo
NICE in contact fully colourised logo
Verint fully colourised logo
Microsoft fully colourised logo
Hastings Direct - NICE CXone Cloud Contact Centre Solution

Hastings Direct – NICE CXone Cloud Contact Centre Solution

3 min read Download Case Study

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.

“Business Systems played a vital role in helping Hastings Direct deliver the platform. No other NICE partner could have helped us do what they did.”Lisa Irons, Head of Operational Transformation

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.

Hastings Direct - Cloud Contact Centre Solution
Hastings Direct
Insurance Provider

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