Cisco has announced that it is working with the world’s largest international TV and broadband company, Liberty Global, on a project that will transform its customer service experience across EMEA.
With over 22 million subscribers and six brands across 12 countries in the region, Liberty Global operates some of the world’s leading telecoms and media companies, which each have multiple systems and different ways of operating. Through this initiative, Liberty Global will transform the technology that underpins its customer services in EMEA in an effort to provide the best possible customer and employee experience.
With one system to support all customer services requirements, Liberty Global will simplify its contact centre operations, drive down operating costs by increasing employee productivity and efficiency, and ultimately look to improve its customer satisfaction ratings.
Adoption of the Cisco Unified Contact Centre Enterprise system will allow Liberty Global to use advanced Interactive Voice Response (IVR) features, intelligent routing and sophisticated dialler capabilities. This will enhance the customer experience by routing customers to the right place (first time), improving first call resolution and thus reducing average handling time and the number of abandoned calls.
Mel Longdon, Vice President Customer Experience Operations, said: “Our customers’ experience of our brands is largely formed by the interaction that they have with our support services. We pride ourselves on investment in people and technology to ensure that both our customers and our employees have a great experience. With contact centre agents in 12 different countries, we felt that we had reached a point where transformation was necessary in order to continue delivering the superior customer experience that has become synonymous with our brand. Cisco was the natural choice to help us transform our customer services. We have a fantastic relationship, and they have a clear understanding of our objectives, not least a great track record with previous large-scale contact centre migrations.”
Brian Matulin, Vice President Transformation Delivery at Liberty Global, said: “Whilst recognising significant advantages for the customer, this single platform not only allows us to reduce our cost to serve, but also enables us to seamlessly integrate to other Cisco and non-Cisco technologies”.
Brian added “The PE rollout is quite advanced with over 2,000 users already on the platform with a further 7,000 to be on-boarded by May. We have taken the opportunity to exploit the technology and expand the platform to employees outside of the Contact Centre, covering both front and back of house activities, on and off-shore”.
Peter Karlstromer, Global Service Provider, EMEAR at Cisco, said: “We were delighted to have been chosen by Liberty Global to support them in such a significant transformation of their customer service operations. With a customer base of over 22 million, Liberty Global needed to ensure that its agents had everything they needed, not only to resolve customer enquiries as efficiently as possible, but also to deliver a consistent customer experience across different regions. The technologies we are deploying will help make great strides in delivering these objectives, also crucially unifying communication between the different call centres to enable greater collaboration between teams in the future.”
To hear more from Liberty Global, view the case study video, click here: https://video.cisco.com/detail/videos/customer-care/video/5799863039001/transforming-customer-contact-at-liberty-global?autoStart=true
Today’s announcement builds on a longstanding relationship between Cisco and Liberty Global to enable consumer, business and employee experiences around the world including phone, broadband and TV services.
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About Liberty Global
Liberty Global is the world’s largest international TV and broadband company, with operations in 12 European countries under the consumer brands Virgin Media, Unitymedia, Telenet and UPC. We invest in the infrastructure and digital platforms that empower our customers to make the most of the video, internet and communications revolution. Our substantial scale and commitment to innovation enable us to develop market-leading products delivered through next-generation networks that connect 22 million customers subscribing to 46 million TV, broadband internet and telephony services. We also serve over 6 million mobile subscribers and offer WiFi service through 10 million access points across our footprint. In addition, Liberty Global owns 50% of VodafoneZiggo, a joint venture in the Netherlands with 4 million customers subscribing to 10 million fixed-line and 5 million mobile services, as well as significant content investments in ITV, All3Media, LionsGate, the Formula E racing series and several regional sports networks.
For more information, please visit www.libertyglobal.com or contact:
Matt Coates (Investor Relations) +44 20 8483 6333
Matt Beake (Corporate Communications) +44 20 8483 6428