Success Story: Shell Energy
“Unify are incredibly proactive. From the word go they’ve been completely honest with us, always one step ahead and they’ve completely understood our business – it’s been very impressive” – John Booton, Head of Technical Operations
Shell Energy (formerly First Utility) are one of the biggest suppliers of gas and electricity in the UK. Having grown rapidly since conception, the company had quickly outgrown their previous solution which wasn’t able to scale with the business.
The move to Unify’s solution has not only given them scalability, but delivered them a whole host of new functionality which has enabled them to improve their customer experience at a reduced cost.
Unify your agent experience.
Your agents can use a single workspace to talk, text, chat, and message customers. With journey mapping, scripting, performance statistics and contact management all embedded within the desktop, you can maximise contact centre performance. With no software to install or hardware to manage, agents access everything they need through a secure online portal. Flexible and intuitive, you can support your agents anytime, anywhere. With a unified workspace to maximise agent efficiency, simplified interaction controls to help keep the focus on the customer, and multi-tenancy capability to remove the need for agents to log in and out to access multiple departments, you can be sure your contact centre software is designed to help your agents to succeed.
Inbound and outbound calls can be made via webRTC, PSTN, or SIP. Use agent skills, real-time and historical event data, agent availability, messaging keywords, and CRM data to ensure each call is managed in a way that provides the best customer interaction and experience.
A rich Messaging SDK enables quick and easy deployment of interactive chat on your website for customers to instantly reach out to agents. Reduce call volumes, give customers a more immediate channel to engage, and improve customer satisfaction and conversion rates.
Increase email efficiency with email templates, transcripts, intelligent keyword routing, a rich text editor, integrated reporting, and zero setup needed by an agent.
Engage with mobile customers to maintain constant communication and quickly respond to inbound SMS requests, or send outbound SMS reminders and communications individually or in bulk to save time and money.
More than 1 Billion people use Facebook Messenger. Get in touch with your customers and chat one-on-one where they’re most likely to share their customer experience with the rest of the World.
3rd Party Work
Queue and route work-items such as CRM email, service requests, cases, faxes, and trouble-tickets to the best skilled and available agent to fulfill front and back-office requests and realize a significant reduction in both response and resolution times.
With a web based contact centre platform, you have no need for software. By deploying your contact centre on AWS, you can be certain that your platform remains reliable and secure – with high availability. Offering excellent scalability, redundancy, and performance, along with built-in support for global compliance, data privacy, and residency requirements, your platform will be true cloud.
Reporting made effortless.
A cloud contact centre platform that supports your decision making with real-time and historical data. Access current and actionable data across all tenants – think real-time statistics, KPIs and business analytics. With this CCaaS platform, you benefit from a single data pipeline.
With the ability to create custom widgets to visualise your data in columns, bar charts, donuts, bubbles, lines, tables or as a plain value, you can drag and drop to design your own custom reporting dashboard. Keep Key Performance Indicators front and centre – without running individual reports.
Success Story: Nuffield Health
“The extent to which the platform is helping us to improve the customer experience has far exceeded expectations” – Lucy Balmer, Head of Contact Centres
Nuffield were looking for technology to support all of their UK contact centres, freelance staff/home-workers and hospitals. They couldn’t run their contact centre how they wanted to on their previous platform, running into various issues in terms of reliability, lack of functionality and poor communications from their previous provider.
Since becoming a Unify customer they’ve quickly reaped the benefits of being more dynamic, optimising their processes as they learn from key insights and really being able to have an impact on the customer experience.
Configure it your way.
With the advanced flow designer, you’re able to perform administration effortlessly.
Intuitive drag and drop interfaces create sophisticated interaction flows without complicated programming. Use re-usable templates available within the platform, or create your own for copy & paste-like functionality. Use intelligent routing to transform the customer journey and leverage event data or messaging keywords to prioritise routing paths.
As the contact centre platform is 100% browser based, it’s easy to support remote workers or a fully virtualized workforce. Integrating into an existing infrastructure? Not a problem: the platform is fully compatible with PSTN, SIP and webRTC technologies.
Inner Circle Guide to Cloud-Based Contact Centre Solutions
Transform your customer journey.
Deliver exceptional customer experiences with a powerful cloud contact centre platform.
Make it simple for your customers to contact you whenever, wherever.
Intelligent routing can help get your customers to the right agent at the right time, whilst the adaptive system improves the experience for both customers and agents. Develop a more responsive, customer centric service and gain efficiency across all channels without sacrificing the customer experience. Enabling self-service for your contact centre customers, you can increase call deflection and ultimately help your customers to find the answers they need, faster.
With a unified agent desktop, agents have visibility of the full interaction history, and channel pivot capabilities mean delivering exceptional experiences across all channels has never been this simple (or this good).