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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 advanced 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.
Mel Longdon, Vice President Customer Experience Operations, said: “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. 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, said: “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”.
Brian added “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.”
