COVID-19 Contact Centre for the Vulnerable
Intelligent contact management and IVR handling thousands of calls per hour
As the COVID-19 pandemic forced the UK into lockdown, Sainsbury’s needed a way to make sure their vulnerable customers got the prioritised service for essential shopping items that they needed.
We implemented intelligent IVR automation which enabled vulnerable customers to identify themselves to Sainsbury’s in a carefully-designed automated journey. The solution enabled identification and verification of callers using Nectar, and automated registration for priority home delivery.
Sainbury’s previously had the capacity to handle around 5,000 calls per day. Our smart automation increased that capacity to 3,000 calls per hour enabling a significantly improved customer experience and the ability for a greater volume of vulnerable customers to register for home delivery more quickly.
Digitisation of Contact Centre with Amazon Connect
Replacing on-premise services with a modern-day CX experience on Amazon Connect
Receiving over 1.6 million calls a year regarding issues like tax and waste can be hard to handle. In line with a forward thinking digitisation strategy, Hackney Council wanted to see if a cloud based telephony solution and the use of intelligent automation would optimise the way these calls were handled, making life better for both the agent and the customer.
As an Amazon Select Consulting Partner and AWS Public Sector Partner, we were selected to help trial and implement a cloud based telephony solution as well as automate high volume contact types across the rent and leasehold departments.
The service was deployed rapidly and immediate results realised.
Call Identification & Verification (ID&V) rates were 47% with call automation and deflections achieving 32% within week-1.
After more refinement, the deflection rates increased to over 35% and ID&V to 55%. The initial trials continue to evolve.
As a high growth fashion retailer, PrettyLittleThing was keen to provide its valued customers with an easier way to access answers to their common contact types in a fully automated way over live chat.
The primary goal was to deliver an exceptional customer experience to support customer loyalty.
SmartAgent was implemented to drive automated contact experiences through the development of Madison the PrettyLittleThing Automated Bot.
With full integration to various back-office systems and processes Madison was able to deliver large volumes of automated and assisted customer experiences.
Madison Bot immediately engaged in over 70% of all customer contact journeys.
38% of contact was successfully handled without the need for any human involvement, a further 32% of contact was partially assisted before being passed into an agent who then completed the query using SmartAgent.
First Shared Services is FirstGroup’s UK customer service contact centre, responsible for all its UK bus operations. Previously running on a legacy hardware-based phone system, frequent outages and end-of-life infrastructure was becoming a problem. FirstGroup needed a modern cloud-based solution that would futureproof the business for the long-term.
We successfully migrated First Group’s contact centre to a modern cloud-based solution, with Amazon Connect & SmartAgent. We delivered the best-practice migration of multiple sites and agents and provided multiple advanced MI and analytics capabilities for agents and supervisors.
Over 400 agents were migrated to Amazon Connect and SmartAgent, leading to improved reliability and efficiency across the First Shared Services Contact Centre. Mission Labs has now been further engaged by FirstGroup to migrate additional contact centres in other areas of its business including rail and people logistics.
Virtual MVNO in the UK for Voice and SMS
API driven communications supporting over 50,000 subscribers
Manx Telecom needed a partner to help them with their UK Mobile Number provisioning for Roaming solutions being provided to their global clients as a virtual MVNO for 2-way voice and SMS services.
We provided an API driven service to allow Manx Telecom to provision, manage and support new numbers for both voice and SMS services. In addition, porting services were provided in real-time and the solution was supported 24x7.
The service provided has grown strongly year on year and there are now over 50,000 users supported on this solution.
Cellhire Group Plc.
Event-based branded VOIP platform, AllTalk
Managed solution for remote and event based workers to make and receive calls globally
Cellhire provides communications solutions to large sports, music and cultural events around the world.
Their missing solution was an app-based service to cater for purely IP based customers who work on the move.
We were engaged to provide a fully managed service to white label our Cloud Communications capabilities into powerful desktop and mobile apps branded as AllTalk.
AllTalk launched successfully in 2020 and is now gaining traction as a core offering for Cellhire to its prestigious global clients.
Its initial launch was into the French market during the COVID-19 Pandemic to support home working.