Industry: IT & Telecoms Employees: 800 Customers: 5 million
Business: UK mobile phone services provider that has been a Which? Recommended Provider for eight years running and won several industry awards.
Challenge: To deliver outstanding customer experience to differentiate itself from competitors in a crowded market.
Solution: EckohROUTE for efficient and effective call distribution.
- Reduced costs
- Increased real-time responses
- Hosted platform for future growth
The company is one of the leading mobile virtual network operator (MVNO) in the United Kingdom, Ireland, Slovakia, Hungary, and the Czech Republic. It is operated using the O2 network as its carrier except in Hungary, where the network operator is Vodafone and Ireland, where the network operator is Three Ireland. They currently have 5 million customers, their services are available from over 450 stores throughout the UK and they operate a UK-based customer service team.
For this leading mobile phone services provider, customer experience is everything. It’s what differentiates businesses in today’s competitive market.
For this reason, the business was concerned that its legacy solution was cumbersome, inflexible and, being on premise, costly to run and maintain. What’s more, they wanted to be able to respond to their customers’ needs quickly and in real time.
What they sought was a hosted, flexible solution on which they could build their customer experience vision and develop plans for the future to include natural language speech recognition.
Eckoh provides the hosted, flexible platform that allows them to build their customer experience vision.
The collaboration, with a leading outsourcing business, will deliver EckohROUTE, which offers contact centres cloud-based call distribution and management, real-time dashboard reporting, self-service integration and the flexibility to integrate with other systems.
It’s hosted on Eckoh’s carrier-grade platform and the service will enable the client to manage call delivery and distribution, emergency prompts, emergency call delivery and opening times. Eckoh will initially develop a number of self-service applications for the MVNO that fully integrate with EckohROUTE.
When customer experience is everything then how inbound calls are handled, routed and responded to is critical. With EckohROUTE this problem is solved efficiently and effectively.
- With the deployment of our sophisticated and proven call management solution, the client will be able to offer an unparalleled, responsive customer self-service experience
- Reduced cost of running their network IVR by moving it from legacy on-site equipment to a hosted model
- Increased ability to respond to events in real-time
- Eckoh’s hosted platform will also allow the client to fulfil its longer-term customer self-service functionality objectives.