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The challenge

Birmingham Hippodrome has for many years been on a journey of digital transformation. A key component of the overall strategy was customer journey and the overall customer experience. The existing communications platform and contact centre whilst functional was voice centric and was not able to deliver on the organisation’s strategy and vision.

Birmingham Hippodrome also wanted to meet key IT objectives to improve the resilience of the solution and enhance the overall business continuity levels of the organisation. The team also wanted to better utilise the existing VMWare server environments.

Our Solution

NTS Communications engaged with Birmingham Hippodrome and completed a full evaluation of the organisation and the requirements using the Review Clock consultative process.

Through this process we gained a deep understanding of the customer and their goals and challenges. We were able to demonstrate to Birmingham Hippodrome in their RFP response a solution that better met their detailed list of objectives.

The solution included

Avaya Unified Communications with tools for flexible and remote working for 150 staff

A Solution Design which incorporated the technology being delivered across two resilient data centres on the existing VM Ware servers

Gamma SIP trunks deployed in a resilience plus configuration across both data centres

Omni Channel Avaya Contact Centre for 35 Agents including:

  • Skills based voice routing
  • Interactive Voice Response
  • E Mail skills-based routing
  • Web Chat
  • Co Browsing
  • White Mail integration
  • Integrated reporting
  • Call recording for agent evaluation and to ensure customer satisfaction
  • In queue and web callbacks

All of the above is underpinned by the NTS 24/7/365 Managed service wrap.

The Outcome

Birmingham Hippodrome were incredibly pleased with the deployment and the collaborative approach that NTS took following the project delivery process.

Some of the main areas the technology added value to the Birmingham Hippodrome were:

  • Better utilisation of existing technology in their data centres
  • Improved business continuity and resilience for the organisation
  • The ability to work flexibly and remotely with full functionality (this became hugely important during the COVID crisis in March 2020)
  • The ability to offer new contact methods to customers such as webchat with co browsing
  • Improved customer contact and experience whilst maintaining a sensible agent headcount and improved agent engagement
  • Significantly improved agent productivity and reduced customer queue and wait times with no increase in head count
  • A better understanding of the customer journey and the ability to drive contact to the most effective omni channel option to meet the business and customer objectives
  • Gain further progress on their overall digital transformation strategy
  • Improved management information and business intelligence to enable quicker decision making and more accurate transformation strategies

 

Overall both NTS and Birmingham Hippodrome would say this was a very successful project and the NTS Account Management Program will ensure the customer achieves maximum value from their investment and gets the most from the experience and assistance of all the team at NTS.

What our clients say

Birmingham Hippodrome

“In the last month we launched a new contact centre and back office communication solution! Really pleased with the results, with NTS Communications and Steve Ward supporting us through the journey.”

Scott Whitehouse
Birmingham Hippodrome

 

TTC Group

“At TTC we were very apprehensive about the big change over in our telephone system. However the level of service provided by NTS Communications has been very impressive and reassuring. Prior to the implementation I was worried about the implications that would arise during the changeover, however apart from the minor ‘niggles’ everything went a lot smoother than first anticipated due to the amount of time and support we received during this process. We understand that there are still many benefits to be discovered with our new ShoreTel system but know that those at Network Telecom Solutions will be on hand to answer any queries we may have”.

Pauline Hall,
Resources Director

Luceco

“We worked with NTS Communications to implement a Shoretel telephone system. NTS Communications took the time to fully understand our business and our needs before recommending a system to us. They then acted as project manager for the implementation which went very smoothly. Keeping us fully informed of the project progress and were only too happy to help at any time of day when we had questions or issues. NTS Communications is focused on delivering a first class customer service”.

Richard Gardner,
IT Manager

Principal Insurance

“At Principal Insurance we needed a communications partner who understood the customer contact environment and could provide us with the right technology and advice to enable us to best serve our customers. NTS Communications have experienced and knowledgeable consultants to advise us and a support operation that is quick to react and technically capable to ensure our systems are always available to deal with our customer call volumes. I would recommend NTS Communications to any organisations who rely on their contact centre operation’s to support their business activities”.

Dave Bowcock,
Managing Director

R+Q

“NTS Communications were selected by Randall & Quilter to support their 400 user global voice and data environment which includes 4 sites in the UK and 3 sites in the US and Bermuda. We needed a partner who offered 24/7/365 global Support and who was quick to react to issues and enquiries and was not saddled with the ‘red tape’ associated with many service organisations these days. We find their support centre professional and effective with an excellent team of technical staff who are on hand to solve any issues we may have and to offer implementation services as required. Added to this was their recommendation around the consolidation and supply of our ISDN lines and call traffic which saved us a considerable amount of money. NTS Communications has been a pleasure to deal with and I would not hesitate in recommending their services to other organisations”.

John Shaw,
Randall & Quilter Insurance Services Group IT

Instem

“The use of Basecamp was proposed by NTS as we started our roll out of the Shoretel system to 150+ users across seven sites and four continents.

Although few of my team had first hand experience with Basecamp we found it intuitive to use and quickly came to rely upon it.”

Steve Gooderham,
Instem – Information Solutions for Life

Capital Safety

“NTS Communications have been a tremendous help in sorting out our call centre re-implementation. They provided an excellent insight into best practice and helped drive the project to conclusion. NTS Communications and their technical team put in a fantastic effort and have a real ‘whatever it takes’ attitude to their work”.

Chris Roberts,
Technology Support Manager EMEA