ScS choose SVL and NICE CX One to drive a new era of omni-channel customer experience.

UK home furnishing retailer ScS have chosen SVL to upgrade their customer experience and contact centre services by providing them with global market leading solution NICE CXOne.

ScS Group plc is one of the UK’s leading furniture and flooring specialists, with 100 stores and employing over 1700 people nationwide. They have chosen SVL to improve their omni-channel agent connectivity, quality management, workforce management, analytics, and outbound dialling capacity through CXOne

Dan Bennett, Director of Customer Experience, said “This is an ambitious project which is designed to create seamless experiences across multiple digital channels and will not only improve our processes but give us access to enhanced analytics, improve employee engagement and scale our operations in a way that can expand across other areas of our group”

Anne Holmes, SVL’s Account Director, said “ScS’s customer experience is going on a digital transformation journey that will seamlessly improve its already high-quality services. We are delighted to bring SVL’s wealth of experience to this project and deliver a global-leading product that will hugely enhance ScS’s Contact Centre services.”

SVL is based in East Kilbride for over 50 years and is the longest serving provider of software and consultancy to the Contact Centre Industry and has over forty staff.