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.
“F One has always been on hand to tweak our communication system so it meets our needs when we take on additional staff,” Cain said. “They also provide proactive insights into how we could better use features which enable us to work more efficiently.”
NEC UNIVERGE BLUE’s Ongoing Success
NEC UNIVERGE BLUE has already announced a series of intriguing partnerships this year, showcasing the platform’s flexibility.
Earlier this year, National League football club Eastleigh FC adopted the solution to upgrade its communications capabilities significantly. Similarly to Zero Waste Group, UNIVERGE BLUE lowered Eastleigh’s IT admin and costs by 30 percent and increased team efficiency by 55 percent.
The result was that admins and leaders could get in touch with all staff, regardless of location, check their availability with UNIVERGE BLUE’s presence feature, and have all its calls recorded remotely.
The Eastleigh FC and Zero Waste Group case studies illustrate NEC’s success with UNIVERGE BLUE. Last year, Andrew Cooper, NEC’s UK & Ireland Sales Director, ascribed this success to UC Today as being partly down to how the solution makes UCaaS “crazy simple”, which appeals to organisations who might not be familiar with all the latest cutting edge technology and the jargon that often accompanies it.
“UNIVERGE BLUE comes from one vendor,” Cooper said, “we’re not bolting lots of different third-party developments together – which inherently have their own challenges. This is one platform that’s designed from the ground upwards. Resellers also get one admin simple portal and one open API integration platform.”
