The client is one of the UK’s leading consumer and B2B telecoms provider, known for their great value and flexible offering. The company provides value for money landline, broadband, fibre, TV and mobile services to UK homes with a simple plan structure, low prices and flexibility.
The client is in the process of moving to a 4G network. For business customers, the client can provide a full range of communication products and services spanning internet access, data, voice and mobile. The company work with over 180,000 UK businesses, from national retailers to sole trades, plus 800+ partners.
  • Challenge
  • Solution
  • Outcome

Challenge

The client had an existing legacy Cisco Contact Centre that was becoming end of life. They needed a trusted partner that could help them to create efficiencies and ensure that they were future ready to support the business strategy and growth plans. Reliant on the internal IT team, the contact centre hadn’t been patched in a while, so this would need to be rectified. Customer experience is of utmost importance to the client so it is paramount that they have a contact centre that can deliver.

Solution

Following a thorough health check, the Natilik team completed the relevant patches and transitioned the contact centre estate to the Natilik’s 24/7 support programme. Offering 24/7, follow the sun coverage, Natilik can ensure that the contact centre is managed and supported at any time of the night or day.

As a part of the three year fully managed support contract, Natilik will be providing the client’s contact centre with proactive monitoring, remote access support and Tiger reporting. The client will also have the benefits of a dedicated tech lead and service delivery manager to ensure that the agreed upon KPIs and SLAs are consistently met.

  • Design

    Working with the client and listening to their concerns and issues meant that the Natilik team could design a support contract that supports the businesses goals.

  • Transition

    Starting with a health check and patching schedule, a years’ worth of patching was completed in the initial three months.

  • Manage

    Ongoing support and access to Natilik’s 24/7 support centre

Outcome

The client now has a contact centre solution that is right for their business and is fully supported 24/7. Natilik will continue to work with the team to explore future developments and opportunities, such as omni-channel desktops, workforce management, chatbots and artificial intelligence to enhance the customer journey, optimise the use of agents’ time and to increase efficiencies.

  • Internal Resources

    Maintaining the contact centre is no longer a drain on internal resources, freeing up the IT team’s time to concentrate on other areas of the business.

  • Fully Supported

    The 24/7 support offered by Natilik means that if any issues arise, they can be dealt with in a timely manner with minimal disruption to the contact centre operation.

  • Future Ready

    The contact centre is now optimised for future developments, so as the client continues to grow and evolve the contact centre can go along with them.