Cox & Cox Establish a Future Platform for Growth

Business Systems has announced that online homeware retailer Cox & Cox has implemented a Cloud Contact Centre Platform, NICE CXone to support their ambitious growth plans.

The solution recently went live in July to coincide with Cox & Cox’s exciting new autumn launch range, which started in August.

Cox & Cox is a fast-growing online retailer who arose from a desire to create a unique collection of homeware products that couldn’t be found elsewhere, with customers encouraged to find their own style to love every corner of their home.

Previously, Cox & Cox had outsourced its customer service. However, is now bringing it back in-house in an appealing strategic development which will form the building blocks for its growing contact centre.

With a strong focus on regaining control of its customer service, one of Cox & Cox’s main requirements was to find an ‘evergreen’ cloud contact centre platform.

Cox & Cox wanted to future-proof its investment and was looking for a solution that would continuously adapt with its growing requirements and allow new markets and channels to be explored while providing a first-class customer experience.

Audrey Huot, Head of Customer Experience at Cox & Cox, said “We were looking for a partner who would provide us with a solution that would continuously support us on our growth journey.

“We needed to get this right first time and that’s why we opted for NICE CXone, where there was a clear product roadmap that would allow us to add additional functionality when we needed to, introduce new channels, and work with us to provide an exceptional customer experience.”

The decision was made to go to market and look for a modern and scalable solution. Cox & Cox elected to work with Business Systems because of its many years of experience in the contact centre market, coupled with its reputation for providing first-class customer service.

The result of Business Systems and Cox & Cox’s partnership has yielded a highly performant, modern, yet scalable cloud contact centre solution that will support growth goals and customer service targets.

The scalable nature of the platform ensures Cox & Cox is now set to support customer call volumes and essentially transform its contact centre operations to empower exceptional agent and customer experiences.

Adam Kantor, CEO of Business Systems, said, “Our aim is to support Cox & Cox on their ambitious growth journey, and we’re really excited to see what the future holds for them and how contact centre technology can help transform their operations.”