NEC Univerge Blue has collaborated with eco-friendly disposal company Zero Waste Group to revolutionise the organisation's internal and external communications.
The introduction of NEC's UCaaS solution, UNIVERGE BLUE CONNECT & ENGAGE, improved Zero Waste Group's customer experience and internal comms. As a result of the collaboration, Zero Waste Group's profitability increased by 33 percent.
Zero Waste Group's requirements for effective communications encompassed call routing, call handling, call coaching, call barging, being able to listen to call recordings, and live and historical call data. All these requirements were necessary to suit remote agents. UNIVERGE BLUE enhanced Zero Waste Group's operations with all these features.
"Until now, we lacked intelligent call routing, reporting functionality and the flexibility for remote working," Edward Cain, Managing Director at Zero Waste Group, commented. "As a result, we missed a large number of calls with an average order value of £350 each."
UNIVERGE BLUE by NEC is the perfect solution for companies like ours, as it provides us with visibility of the teams activity and live information to show the status of our agents, who love the intuitive application. All the routing is cleverly handled in the background so our staff can focus on their jobs and turn calls into sales."
Zero Waste Group's strategic mission revolves around recycling and reusing as much waste as possible, having successfully diverted 92 percent of waste from landfill with over 50,000 customers. Elite customer service and superior communications technology and practices are essential to the success of this mission.
As well as a 33 percent increase in profitability, Zero Waste Group recorded a 61 percent increase in team efficiency and a 16 percent reduction in IT costs.
Zero Waste Group also noted the sustainability disposal company produces a better customer experience. It has eliminated missed calls and missed business through callback, call routing and analytics. Zero Waste Group improved its internal communications, including coordination with remote workers via UNIVERGE BLUE's Instant Messaging service.
F One Technologies Offering Proactive Insights to Implementing UNIVERGE BLUE
IT solutions provider F One Technologies oversaw the implementation of UNIVERGE BLUE at Zero Waste Group. Cain was enthusiastic about F One's input, especially in its capacity to offer productive insights into how Zero Waste Group might streamline its workflows within the platform.
