News : Cisco Partners with Liberty Global to “Transform” its Customer Service Experience
London, UK, June 27, 2018 -- Cisco has announced that it is working with international TV and broadband company, Liberty Global, to transform its customer service experience across EMEA.
Through this initiative, Liberty Global will transform the technology that underpins its customer services in EMEA in an effort to provide "the best possible customer and employee experience".
With one system to support all customer services requirements, Liberty Global will simplify its contact centre operations, drive down operating costs by increasing employee productivity and efficiency, and ultimately look to improve its customer satisfaction ratings.
Adoption of the Cisco Unified Contact Centre Enterprise system will allow Liberty Global to use Interactive Voice Response (IVR) features, intelligent routing and sophisticated dialler capabilities. This will enhance the customer experience by routing customers to the right place (first time), improving first call resolution and thus reducing average handling time and the number of abandoned calls.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
"Our customers’ experience of our brands is largely formed by the interaction that they have with our support services. We pride ourselves on investment in people and technology to ensure that both our customers and our employees have a great experience," said Mel Longdon, Vice President Customer Experience Operations.
"With contact centre agents in 12 different countries, we felt that we had reached a point where transformation was necessary in order to continue delivering the superior customer experience that has become synonymous with our brand. Cisco was the natural choice to help us transform our customer services. We have a fantastic relationship, and they have a clear understanding of our objectives, not least a great track record with previous large-scale contact centre migrations."
Brian Matulin, Vice President Transformation Delivery at Liberty Global, added: "Whilst recognising significant advantages for the customer, this single platform not only allows us to reduce our cost to serve, but also enables us to seamlessly integrate to other Cisco and non-Cisco technologies.
"The PE rollout is quite advanced with over 2,000 users already on the platform with a further 7,000 to be on-boarded by May. We have taken the opportunity to exploit the technology and expand the platform to employees outside of the Contact Centre, covering both front and back of house activities, on and off-shore."
Peter Karlstromer, Global Service Provider, EMEAR at Cisco, said: "We were delighted to have been chosen by Liberty Global to support them in such a significant transformation of their customer service operations. With a customer base of over 22 million, Liberty Global needed to ensure that its agents had everything they needed, not only to resolve customer enquiries as efficiently as possible, but also to deliver a consistent customer experience across different regions. The technologies we are deploying will help make great strides in delivering these objectives, also crucially unifying communication between the different call centres to enable greater collaboration between teams in the future."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Outsourcing
More Editorial From Cisco
Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. These solutions let you uniquely personalize communication with individual customers through a variety of media including voice, Web, e-mail, and video.
Published: Thursday, June 28, 2018
|PT Telekomunikasi Indonesia|
Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indone...
Saudi Telecom Group is a Saudi Arabia-based telecommunications company that offers landline, mobile and internet services.
NOS is a telecommunications and entertainment group which offers fixed and mobile next generation solutions for Pay TV, internet, voice and data to all market segments - Residential, Personal, Corpora...
Established in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second la...