Advanced omnichannel contact centre

BBC Studios is the commercial arm and a wholly owned subsidiary of the British Broadcasting Corporation (BBC). As a major supporter and investor in the UK’s creative sector, they sell programmes and formats produced by 200+ UK independent producers. To deliver these projects, they need to be able to quickly add and configure new contact queues, using a centralised ACD (Automated call distributor) platform to meet their clients’ needs. It is essential that they can operate within tight timescales (for events, magazine subscriptions and general enquiries).

Cairn was faced with tenants’ growing needs to request a service, or make a payment, at a time and using a method convenient to them. This increase in requirements had meant that the Cairn team was tasked with responding to tenants and maintaining a seamless customer experience. To meet this new level of demand, Cairn needed to extend its services beyond telephony to a range of digital channels such as web chat, Facebook Messenger, and its own online portal. And, in a particularly turbulent and uncertain landscape, Cairn needs the ability to make its own software changes, quickly and flexibly as it needed them. It also wanted its tenants to benefit from a seamless journey, from the beginning to the end of every interaction.

Dreams is using technology to drive CX. Their customer service advisers were using multiple systems, which didn’t talk to one another. It was often impossible to get the right information while on a call. They also wanted flexibility. Making changes needed IT support, which took days if third parties were needed. They only had one customer service line, which acted as one big funnel, with no way to change that easily. Essentially, they wanted to update their systems to give control and allow them to improve experience for customers and employees. They worked with us to deploy Liberty Converse, Connect and Create.

Like many other local authorities, Dacorum Borough Council is dealing with significant budget cuts. To ensure every available resource is used efficiently, they have turned to technology to help streamline processes and make savings. Their previous switchboard set-up required residents to use a different direct dial number for each service they wished to access at their local authority. To make it easier for both citizens and staff, the Council was keen to find a way to implement a single number strategy that would not need operators. Dacorum chose Netcall to install ContactPortal, our automated speech bot solution.

COVID brought greater demand and changes in workforce needs, but no more resources. It could have meant doing less for their customers, but the Blackburn with Darwen Customer Services Manager was not going to accept that, or allow his teams to be put under more pressure. He wanted to do more for the citizens and provide better CX.

Lancashire Teaching Hospitals NHS Foundation Trust operates across three busy hospital sites in North West England and was in the process of upgrading their earlier Netcall contact centre to Liberty Converse. Their switchboard team, a busy team of 20 staff, operate around the clock shifts, handling a huge volume of calls, including many internal calls between staff members. As part of their upgrade, the Trust invested in ContactPortal, our operator speech bot, primarily to handle the internal calls and relieve pressure on the switchboard. At that time, the Trust felt that their patients and external callers weren’t ready to interact with a speech bot, and they intended to adopt it as an internal operator only to relieve switchboard from internal calls. Then the pandemic hit.

In 2017, when Monarch collapsed, most of the 110,000 people who were left stranded abroad, had cars parked at airports across the UK. So, the Monarch crisis sparked a huge workload spike for the NCP contact centre. Enhancing the customer experience (CX) has always been high on the agenda for the multi-award winning car park operator. However, the impact of this unexpected event was more than enough to throw any contact centre into chaos. And yet it didn’t. This was the first major incident that NCP faced since they had fully adopted Liberty Converse, our omnichannel contact centre solution.

RBKC has used Liberty Converse for contact centre communications for many years. It handles more than 450,000 calls annually across 23 different lines. The Council has already gained productivity by automating some routine requests using voice bots within a couple of departments, including Switchboard. But, digital needed to step up a gear.

Competition between universities to fill their places is fierce. Clearing is a vital part of ensuring available places on courses can become filled. Sheffield Hallam always strives for excellence and, in 2014, they acknowledged that their Clearing solution was not delivering the required results. Their call waiting times were often too long, leading to high rates of call abandonment. The infrastructure capacity in place was restricted to only 30 agents on the front line. This restricted the volume of calls which could be handled and made it difficult to keep up with demand. The University needed a contact centre solution to bring down waiting times significantly.