World-Class Optician Offers Great Customer Service
Specsavers transforms contact centre operations, growing customer loyalty and achieving 20 percent increase in capacity.
Challenge
- Reinforce Specsavers' market leadership, brand values, and competitive differentiation
- Increase customer loyalty and retention through improved customer service
- Sustain growth plans and strengthen companys business model
Solution
- Cisco Unified Communications Manager
- Cisco Unified Contact Center Express
- Cisco Unified Workforce Optimization
Results
- Increased call centre capacity by 20 percent with no increase in staff
- Raised customer service levels through intelligent call handling and more integrated customer information
- Improved service to franchised retailers, and raised margins on those activities
We assessed a variety of platforms. Without doubt the Cisco Collaboration Architecture offered us the most robust and flexible solution. It was also modular and easy to implement over our existing network with minimal business disruption.Head of Contact Centre Services. Specsavers