Bierce Implements a New Multichannel Solution

Smiling businesswoman is using headset when talking to customer and typing on her laptop
Filed under - Contact Centre News

To meet the needs of its expanding contact centre, Bierce Surveying has successfully installed ContactOne’s Multi Channel Contact Centre.

ContactOne’s cloud-based solution met Bierce’s requirements for a platform that is easy to use, provided data which went beyond those offered by conventional PBX solutions and supported future requirements for additional contact channels for their business. This included email, webchat and social media channels such as Twitter and Facebook.

Nicholas Ainger, MD at Bierce, commented: “We are very pleased with how well the implementation went and already have useful, actionable insight from the management reporting offered by ContactOne’s platform. The team are already utilising the information to support our ongoing efficiency improvement programmes.”

“I was impressed by the speed with which our team became competent with the Agent Engagement. Within a few minutes of go-live the team were using the platform as if it had been installed for months, including features such as conversation history and tagging.”

Louise Love, a contact centre manager at Bierce, added: “The user-configurable wallboards and multiple tagging of calls/digital channels have allowed us to gain better understanding of agent performance and customer conversations across all our schemes, giving us a level of scheme-by-scheme visibility which we were never able to achieve with the previous platform. It has made a big difference in managing the customer interaction across all schemes.”

Greg Thomas, MD at ContactOne, then said: “We are delighted to be working with Bierce to provide this enhanced level of management information they require to optimise their business and continued growth.” 

“ContactOne is seeing a significant increase in demand for multimedia-enabled contact centres; prospects and customers are not willing to commit to investing in a solution that does not have the multichannel capability available today. It is good to see our services meet this demand for our customers and end users.”

Author: Robyn Coppell

Published On: 18th Feb 2019 - Last modified: 13th May 2019
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