The client used very segmented and disparate communications technologies and an IT infrastructure that was difficult to manage and costly to support.
Users felt disconnected from each other and the customer experience was disjointed and varied. Callers found it difficult to get the right answers to their enquiries and many calls were abandoned.
The IT infrastructure wasn’t suitable to rollout the required business applications in a secure and resilient way and access to business applications was slow for users. Connectivity was a challenge due to some of the locations which meant access to applications and toll quality voice was just not possible.
NTS Communications has worked with the client over the last five years to create a new framework of infrastructure and technology. This has provided a robust, reliable and high bandwidth environment that supports all the business applications plus Unified Communications.
This was done in a phased approach, allowing the customer to retain some of the older technologies for certain time periods but integrating them to the new framework. This ensured the right pace of transition, balancing the overall goal with budget restrictions and the need to maximise historic investment in technology.
A key transformation was the creation of a UK customer service centre which we initially implemented with 10 customer service agents in order to deliver a proof of concept. Once the data had been evaluated all of the main 23 UK numbers were ported to a resilient SIP based architecture and delivered across multi location data centres for resilience. The Customer Service team has now grown to over 60 seats and now takes nearly 90 % of the total inbound calls to the organisation.
The customer service centre has been an incredible success, significantly improving the customer experience and satisfaction and allowing the customer to manage the interactions in a way that was not possible before. Staff are motivated and rewarded on the achievement of KPIs and as a result customer success has improved significantly as has overall customer satisfaction with the incredible work the charity performs.
“We recently embarked on a process to replace our ageing Avaya Index PBX and Mitel Contact centre systems.”
“Although the systems were old they had served us well but we were behind the curve when it came to understanding what new technology could do for Utopia Group.
We engaged with several organisations to help us in this process and when we met with NTS Communications we really felt they took the time to discuss with us the technology but more importantly how this might improve our business. Their process was very thorough and after due consideration we selected NTS Communications as our partner of choice with their recommendation of Shoretel IP Unified Communications and SIP trunks to replace the ISDN 30. The Shoretel system was not only great with our back office and mobile workforce but also was an excellent Contact Centre product with their ECC solution delivering voice, e mail and web chat facilities into our customer services team. The implementation was handled professionally and NTS Communications ironed out quickly any issues along the way as well as helping out with some challenges on our network.
Overall I wouldn’t hesitate in recommending NTS Communications.”
“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”.
“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”.
“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”.
“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”.
Randall & Quilter Insurance Services Group IT
“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.”
Instem – Information Solutions for Life
“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”.
Technology Support Manager EMEA