With over 25 years’ experience in looking after UK homes, the client is one of the country’s most trusted providers of home repairs and improvements.

 

  • Challenge
  • Solution
  • The Outcome

Challenge

Having grown through organic growth and acquisition over the past 10 years the client was left with disparate contact centre platforms and a significant amount of technical debt. The USA had a legacy ‘on-premise’ Cisco Contact Centre Enterprise, while the business operated on an Avaya solution in the UK and Spain. The aspiration therefore was to consolidate customer services onto a centralised, fully managed, cloud provisioned service to drive down cost and increase agility.

Operating as three distinct businesses, each with separate legacy platforms and their own set of specific requirements, there was considerable risk of change. Coupled with a lack of system documentation and no plans in terms of customer journeys, the client initially found it hard to articulate their current estate and future requirements.

Solution

Before embarking on the Design phase of the project Natilik undertook a series of Discovery workshops designed to ensure that all functional and non-functional requirements were captured, documented, reviewed & signed off by the client. Natilik worked closely with the client’s business analysts, conducting a series of audits to ensure network readiness and configuration requirements.

With this new found information, the decision was made to implement a single global contact centre platform using Natilik’s Cisco CCaaS solution with initial deployments in the US, UK and Spain.

The solution supports around 5,000 users across all theatres with around 2,000 concurrent agents working at any one time, globally. Telephony is supported by CUCM in the Cloud, with voice being cross launched by Cisco Jabber from the Microsoft Teams desktop.

The Outcome

The client’s customer experience strategy is now unified across a consolidated, fully managed cloud-based solution, powered by Cisco and Natilik.

The platform provides a consistent agent and client experience globally, with the ability to capture performance data across the entire client landscape, to provide actionable insights and drive agility. From this platform, a proper digital engagement strategy can be created to help reduce costs and improve customer satisfaction through proactive client outreach, AI and automation.