Resources

We often discuss the advantages of intelligent automation and artificial intelligence and the possibilities that open up when processes are digitised and automated through the use of new software applications and automation technologies. In those existing tools, artificial intelligence (AI) is already playing an important role. Whether it’s providing computer vision to help a bot ‘read’ a screen or natural language processing to understand the contents of an email, AI provides valuable utility and the uses for it are growing all the time.

We wanted to know more about how organisations are future proofing CX. We teamed up with Davies and commissioned a research project with 360 senior CX and Digital Transformation managers at leading UK-based financial services businesses, NHS trusts and in local government.

Network Rail needed a seamless, digital RAMS approval system to make it quicker and easier to manage and provide visibility and updates to all parties.

East Midlands Railway (EMR), is a train operating company with a vision to drive the East Midlands towards a brighter future. Their contact centre system was becoming outdated and close to the end of its licence. They wanted to access functionality to help the contact centre team to combat high call volumes and abandon rates, to smooth out customer journeys and improve the service that they provided.

NHS Dumfries and Galloway is pioneering digital transformation for NHS Scotland with joined up services that improve both patient experience and sustainability, using their patient portal.

Blackburn had to rapidly adjust their customer experience approach – delivering more online services, they needed to harness the full power of our omnichannel contact centre to reduce pressure on staff and enhance customer experience

Rotherham was one of the first NHS Trust to see the potential of AI in a contact centre environment

ATS Euromaster, the tyres and vehicle maintenance provider, employs more than 1200 staff, across 260 centres and including mobile technicians. Their IT infrastructure was reliant on multiple legacy systems, with limited interaction between systems. It was reliant on manual processing.

Environmental sustainability is important to us. Netcall’s long-term growth is underpinned by a set of value-based operating principles.