whitepaper
Improve the customer experience
Engage them on the channel of their choice
overview
Getting to grips with digital channels
This white paper considers some of the advantages and hidden challenges of moving from voice-only to omnichannel provision. It uses Genesys Cloud to show how an integrated platform with intelligent automation can greatly enhance the customer experience.
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Case Study
Building better businesses
Client
Terra Firma
Project
Cloud Communications
When Terra Firma needed to improve business continuity and voice communications it turned to technology partner Kerv Collaborate.
Terra Firma, like many organisations, had quickly embraced Microsoft Teams for collaboration, but had been nervous about migrating their telephony. Voxivo4Teams removed those concerns and Kerv Collaborate was with Terra Firma every single step of the way.
We haven’t seen any loss in productivity. Our employees work just as efficiently from home as they do in the office.
Voxivo4Teams was set up with Microsoft Teams Direct Routing as part of a hybrid approach. Importantly, it ensures quality call recordings for compliance purposes – a prerequisite for financial services companies. So, when the pandemic struck, Terra Firma changed to remote working without any problems or the expense of Microsoft Voice call plans.
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Case Study
FirstCare elevates member experience, call quality and compliance bar
Client
FirstCare
Project type
Governance
FirstCare is the leading UK authority on workforce wellbeing and productivity.
The business helps identify, understand and respond to employee needs quickly, such as illness, injury or bereavement. Customers range from FTSE 100 companies in manufacturing and transportation to NHS Trusts and the police. To meet the demands of a rapidly growing business and maintain its marketleading position, FirstCare embarked on a digital transformation programme. The aim was to successfully transition from a rigid on-premise solution while redesigning and improving both the member and colleague experience.
Through better call prioritisation, our nurses were able to improve triage efficiency, make more timely interventions and get members at serious risk referred quickly. This undoubtedly helped save lives.
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Case Study
Managed IT Services
Sector
Retail
As a leading high street retailer who was growing aggressively both organically and via acquisition
Our client required an IT company that could be agile and responsive whilst maintaining the highest level of client service. The client had no internal IT team and had previously used outsourced IT companies to maintain its infrastructure and assist staff with IT issues. These relationships had not flourished and the business and the staff had a poor perception of IT. This impacted system availability and staff productivity which ultimately affected profits and staff retention.
Kerv Transform are extremely reliable, I know that I am able to contact them anytime and they go above and beyond with their support. There is great communication between us, we have a good relationship