Jersey Electricity (JE) provides innovative, low carbon energy services and solutions for customers in Jersey. Through a successful partnership with BrightCloud Group and Jersey Telecom (JT), JE developed a flexible and customer-centric contact centre environment that is powered by Cisco Webex Contact Center.
JE was in search of a new, scalable and reliable contact centre platform that would not only replace outdated systems but also provide an enhanced experience for both their valued customers and dedicated employees. After thorough consideration, JE chose Cisco Webex Contact Centre, a platform that offers the utmost flexibility, agility, and an array of advanced features. This cloud-based solution ensures the highest level of security, while providing seamless omnichannel customer engagement capabilities.
To seamlessly integrate Cisco Webex Contact Centre into their business operations, JE worked in collaboration with BrightCloud Group, renowned for their contact centre capabilities, and their long-term network partner, JT. JE is among the first businesses in Jersey to embrace JT’s latest expansion in Cisco infrastructure, enabling a smooth transition from on-premise to an advanced cloud-based customer engagement platform.
Advanced features bring better control
In addition to traditional call distribution and management features, Cisco Webex Contact Centre provides advanced reporting, giving JE’s agents a 360-degree view of the customer. The feature-rich environment of Cisco Webex Contact Centre allows agents to seamlessly switch between communication channels and make instant changes. Improved visibility to operational KPIs helps managers enhance customer service delivery. With 99.99% service reliability, Cisco Webex Contact Centre provides JE with a reliable emergency line for uninterrupted customer service and expanded call handling capability.
A bespoke Microsoft Dynamics integration gives agents the ability to view customer profiles before answering calls, ensuring a truly tailored experience. Introducing CCBox, a one-of-a-kind CX optimisation system by BrightCloud Group, further enhances the capabilities of Cisco Webex Contact Centre. With the innovative CCBox Wallboard, supervisors and team leaders can effortlessly monitor the live contact centre environment through screens or a user-friendly dashboard. Additionally, they can generate detailed reports with ease.
Scalable, reliable and storm-proof
JE’s Head of Customer Experience Kate Gosson said, ‘All customer engagement now happens within CRM, a single interface that captures all communications with customers. With the new Webex platform, the team has access to rich insights to support management reporting, which enables us to better understand and improve customer journeys. We now have a Webex Wallboard, developed by BrightCloud Group, displayed prominently in the Customer Care Centre where we can view real time analytics and the call queue, which is a valuable visual tool.’
The new, integrated omnichannel solution has significantly reduced downtime and increased JE’s ability to handle emergency calls, ensuring uninterrupted customer service around the clock. The Webex platform, and in particular its remote work capabilities proved to be a lifesaver when Storm Ciarán, a record-strong tornado, caused significant damage in Jersey. With winds of over 100mph leaving many homes without power, Webex Contact Centre empowered JE’s office-based customer service teams to seamlessly transition to remote work at a moment’s notice. JE continued to serve valued customers as usual, even in the face of these unforeseen circumstances. With the new contact centre platform, JE provided frequent communication and reassurance to customers. Additionally, JE was able to expand the out-of-hours team to effectively manage the increased call volumes.
With the switch to Cisco Webex Contact Center, JE has experienced several operational advantages. This includes improvements in first contact resolution time, as well as customer transfer and wait times. Call drop rates and call handling times have also been reduced. The new platform, which is enhanced by add-on CCBox features, is incredibly user-friendly and intuitive. As a result, productivity has increased, onboarding is quicker, and employee training time has been reduced. Moreover, JE can introduce new customer contact channels without the need for additional resources.
All this combined with the stress-free managed service by BrightCloud Group, JE’s customer service teams are able to not only meet but exceed customers’ expectations.
About BrightCloud Group
BrightCloud Group, a leading Cisco Webex Contact Center specialist, and 2023 Webex Reimagine Customer Experiences Partner of the Year EMEA, deploys innovative world-class contact centres to clients ranging from Fortune 50 companies to new organisations.
For further details about BrightCloud Group, please visit brightcloudgroup.global.