Cisco is working with international TV and broadband company Liberty Global on a project that aims to transform its customer service experience across EMEA.
With over 22 million subscribers and six brands across 12 countries in the region, Liberty Global operates some of the world's top telecoms and media companies, which each have multiple systems and different ways of operating.
With one system to support all customer services requirements, Liberty Global expects to simplify its contact centre operations, drive down operating costs by increasing employee productivity and efficiency, and ultimately look to improve its customer satisfaction ratings.
Adoption of the Cisco Unified Contact Centre Enterprise system will allow Liberty Global to use advanced Interactive Voice Response (IVR) features, intelligent routing and sophisticated dialler capabilities.
This will enhance the customer experience by routing customers to the right place (first time), improving first call resolution and thus reducing average handling time and the number of abandoned calls.
Mel Longdon, Vice President Customer Experience Operations, said: "Our customers' experience of our brands is largely formed by the interaction that they have with our support services.
"With contact centre agents in 12 different countries, we felt that we had reached a point where transformation was necessary."
Peter Karlstromer, Global Service Provider, EMEAR at Cisco, said: "With a customer base of over 22 million, Liberty Global needed to ensure that its agents had everything they needed, not only to resolve customer enquiries as efficiently as possible, but also to deliver a consistent customer experience across different regions."