Unity4 answers major mobile phones company’s call

Utilising Unity4’s RapportCMS platform enables a large mobile phone company to switch service models from in-house to onshore to offshore, without changing technology or causing operational disruption.

Summary

Major Mobile company uses Unity4 Remote Agent Services and migrates to RapportCMS technology offshore.

Unity4 work for a major, listed Australian mobile phone company (MVNO). The case study illustrates the varying ways in which clients are able to utilise Unity4’s Remote Agents Contact Centre and the technology platform RapportCMS.

2011 – Unity4 Remote Agent Contact Centre takes over the overflow from the mobile phone companies city centre call centre. Starting with basic enquiry’s Unity4 upskilled progressively to handle all inbound call types.

2013 – Then mobile phone company closes its call centre and Unity4 takes over the majority of inbound volume, augmented by a major Unity4-driven “Live chat” campaign through 2015 and 2016. Unity4 handles 90% of inbound call centre calls and 100% of ‘Live Chat” chats by late 2016.

2016 – At the end of 2016 the mobile phone company decided to offshores its contact centres to the Philippines to reduce cost but retains Unity4’s technology to power its contact centre in Manila, utilising the same configurations and reporting as previously, enabling a seamless transition offshore for both Voice and Web Chat.