One of the UK’s biggest water companies, Northumbrian Water Group, has selected a cloud-hosted multi-vendor technology solution from PC-1 to power an ambitious multi-channel customer service strategy for its Northumbrian Water and Essex & Suffolk Water businesses. Northumbrian, already listed among the nation’s top three for customer satisfaction by industry regulator Ofwat, aims to set the standard for service excellence by providing household and business customers with consistent, ‘joined up’ services across voice, online and social channels. The PC-1 solution integrates all of those channels and will allow customers to channel hop at their convenience with access to consistently up-to-date information at all times.
Now's your chance to understand their journey and how by replacing a host of ageing on-premise technologies with a single, integrated solution hosted in a private cloud environment by PC-1, Northumbrian Water Group will also lower its ongoing technology ownership and maintenance costs. At the core of the technology solution PC-1 has designed for Northumbrian Water is the Genesys Customer Experience Management Platform, paired with Cisco’s Unified Communication Manager for PBX and UC functionality, as well as point-solutions from best-of-breed vendors, including quality management from Zoom, PCI compliance from Semafone, knowledge management from Synthetix and messaging services from Wirefast.
“In addition, because the PC-1 solution gives us a single reliable source of customer interaction data for analysis, it will reinforce our efforts to refine our services, improve customer access to information and reduce calls to our contact centres. All of this will deliver cost efficiencies that will be of increasing value to us as our market becomes more and more competitive.” says Northumbrian Water Group’s Chief Information Officer, Nigel Watson.