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September 04, 2009

nGenera CIM Solutions Empower Digital UK Contact Centre
By Anshu Shrivastava
TMCnet Contributor

Digital UK said that it has ramped up its customer service levels to support households across the United Kingdom by empowering its support centre with advanced e-mail, phone and “knowledgebase” contact centre tools from nGenera CIM.

With the help of customer interaction management products, the Digital UK contact centre is ensuring that consistent information is provided across all communication channels. Digital UK contact centre is run by outsourced customer management and CRM technology provider MGt.
Digital UK is responsible for managing the switchover to digital TV until completion in 2012 and supporting the general public through the process. The switchover started in November 2008, and the company appointed contact centre and MGt to manage all incoming enquiries from the public. The company said that it recognized the value provided by MGt via the nGenera (News - Alert) CIM suite, ensuring “fast, accurate and high quality levels of service.”
“The digital switchover impacts every household in the UK and it’s vital that we can support members of the public as this process gathers pace,” said Jane Ostler, director of help scheme for Housing and Industry at Digital UK.
MGt is ensuring every person who contacts Digital UK has the best possible experience and queries are resolved quickly and effectively via the use of the nGenera CIM suite, said Ostler.
In addition, through the use of nGen Knowledgebase, “we have been able to empower our Web site visitors to find information by themselves, which will help manage call volumes as millions of households switch over to digital TV in the coming months,” he said.
Using the integrated nGenera suite, MGt’s contact centre agents are handling 10,000 calls and hundreds of emails that Digital UK receives each month, said company officials. Automatically, nGen Email directs incoming messages to appropriate agents through intelligent routing. Also, officials said that pre-drafted ‘quick responses’ ensure consistent responses can be prepared and sent quickly.
Additionally, nGen Phone allows MGt’s agents to instantly see all previous contact with an incoming caller, across every communication channel.
Officials said that the nGenera Knowledgebase is being used by MGt to “underpin” the entire customer experience, which ensures that consistent information and messaging is provided across email, phone and the Web site of Digital UK. The knowledgebase captures and presents current and relevant information to MGt’s agents via a portal.
Plus, Digital UK has integrated nGen Knowledgebase into its new Web site. Officials said that this provides online visitors with a self-service option that has helped to reduce the number of calls into the contact centre.
“The nGenera CIM suite plays a critical role in our ability to deliver cost-effective and efficient contact centre services to clients like Digital UK,” said Jamie Mackinlay, commercial director at MGt, adding that the integrated tools unify messaging across every channel.
“By using an integrated suite of tools, companies like Digital UK can deliver a unified, consistent experience across every customer touchpoint, to enhance satisfaction and improve efficiencies within their contact centres,” said Matthew Haines, European managing director at nGenera CIM.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Michael Dinan


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