Mobile Telecoms Provider UK

Profile

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.

Benefit:

• Reduced costs
• Increased real-time responses
• A hosted platform for future growth

Background

The company is one of the leading mobile virtual network operators (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 in 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.

Challenge

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.

Solution

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 centers 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.

Value

• 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 fulfill its longer-term customer self-service functionality objectives.

Looking Forward

As a solution unique to Eckoh, we recognize that this example is likely a challenge many other enterprise organizations struggle with when they begin tackling payment security within their contact centers. Some organizations may even feel like their only option is to either deploy hardware on-premise – likely disrupting long-term cloud transformation strategies – or only achieve partial PCI DSS de-scoping.

As a result, the methodology innovated for The Client is now part of the Eckoh architecture. In fact, multiple other clients have also taken advantage of this solution, allowing them to maintain their existing telephony architecture while maintaining the strictest possible standard for payment security.

To learn more about how Eckoh secures payments across all engagement channels, plese contact one of our trusted advisors.