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Healthcare Case Studies HSCN Healthcare

Bromley Healthcare

bromley-healthcare-case-study-header-imag_20250905-061218_1

A full-stack deployment for a leading South-east London healthcare provider delivers the digital foundation for exceptional patient care

About Bromley Healthcare

Bromley Healthcare is a community healthcare provider in South-east London, offering communities across Bromley, Bexley, Greenwich, and Lewisham with a range of world-class services, clinics, and health programmes, while empowering clinicians to deliver the very highest standard of care.

The Challenge

To optimise the availability of its services, enabling clinicians to engage with their patients through an evolving range of channels, Bromley Healthcare has continued to invest in its own network, spanning all its sites across South-east London. However, with its existing infrastructure beginning to show its age and a significant proportion of reported IT issues directly related to network performance, it became clear a new digital foundation was required.

The decision was therefore made to seek out a new strategic partner who would be able to support a full-scale modernisation project, redesigning the entire network from the ground up. Key priorities including the deployment of pervasive wireless connectivity at all sites, for both corporate and guest devices, and optimal resilience, with minimal points of failure.

Far more than just deploying the required connections, this new partnership would involve working closely with Bromley Healthcare's own network team to take full advantage of the latest advances in networking technology, both now and in the long term - to ensure these solutions could be intelligently deployed to support the highest standards of patient care. This would include providing hands-on support to staff and clinicians, ensuring they would be able to make full use of the new infrastructure's capabilities.

Having already engaged with their teams for a number of tactical services over the years, Bromley Healthcare invited Exponential-e to take part in a highly competitive tender process, where candidates were asked to showcase how they would approach solving Bromley Healthcare's unique goals for its network. Keeping an open mind about the proposed solutions, Bromley Healthcare eventually selected Exponential-e as their new strategic partner, based on the overall strength of their offering and willingness to deliver a truly bespoke, full integrated solution.

The Solution 

Working closely with Bromley Healthcare's own IT team, Exponential-e designed and deployed a full-stack Cisco Meraki ecosystem, incorporating SD-WAN, LAN, and Meraki wireless, combined with scalable firewalls, HSCN connectivity, and hosting in world-class data centres - all managed through a single pane of glass.

A key development for Bromley Healthcare's own networking team has been the implementation of application-level monitoring, allowing for full control and visibility of the entire network. This has enabled faster, more effective troubleshooting, ensuring key applications are always available to clinicians, whenever and wherever they are required. At the same time, a dedicated team at Exponential-e continues to maintain the underlying digital foundation, ensuring the network will always deliver the highest standards of performance and guarantee the integrity of critical data.

This blend of centralised control and visibility, expert support, and a fully integrated solution wrap meant that time spent on routine network management was reduced by around 75%, saving an average of 35 internal man hours per week. As a result, Bromley Healthcare's own teams have been able to refocus their attention and prioritise resources to broaden the quality, range, and availability of healthcare services across South-east London.

With the new infrastructure firmly established, Bromley Healthcare are now planning the deployment of a next-gen VPN solution, providing staff and clinicians with additional layers of flexibility in the way they work. Plans are also in place to utilise the system's inherent flexibility to make interpreting services available to clinicians via a range of channels, reducing the need for an interpreter to be physically present when required. 

Solution benefits

  • A full Meraki technology stack, with centralised control and visibility and the ability to connect to the HSCN
  • Resilient, highly secure connectivity for multiple sites across South-east London, enhancing the performance and availability of the platforms clinicians depend on
  • A fully managed service, delivering a robust foundation that frees internal teams to focus on clinician and patients' requirements An average of 35 hours per week saved on routine network management, allowing this time to be reinvested in patient care

You have to have a good network; everything else is built on it. So, it was really important to us to develop a real strategic partnership - not just supplying the lines, but providing suggestions, solutions, and best practice to drive something new and open up opportunities to make our clinicians more efficient and effective.

Patrick Montgomery
Chief Technology Officer, Bromley Healthcare

What I liked, and still like - most about working with the team at Exponential-e was that it was a genuinely two-way conversation. At the outset of this project, we were open to anything, and, put simply, their proposal was the best fit for our networking goals.

Patrick Montgomery
Chief Technology Officer, Bromley Healthcare


It's time for the public sector to have its own digital-revolution

The public sector's digital journey is accelerating at an unprecedented rate, with leading-edge technology transforming the way critical services are delivered across the country. This exclusive report from Exponential-e explores the challenges and opportunities involved, and explains how public sector organisations can be part of this digital revolution.
Click to read It’s time for the public sector to have its own digital revolution
Tags:
Bromley Healthcare network performance modernisation SD-WAN HSCN
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Housing Case Studies Contact Centre

Sovini

sovini-case-study-header-image

A UK leader in social housing partners with Exponential-e to power exceptional service quality for residents across the country

About the Sovini Group

The Sovini Group delivers a growing range of world-class construction, property, and facilities services across the UK's public and private sectors, including a number of social and not-for-profit enterprises, employing more than 800 staff. One Vision Housing, part of the Sovini Group, manages more than 14,000 homes across the north-west of England, with more being built each year, and actively works to make a positive difference to the communities it is involved in.

The Challenge

Working with social housing residents across the north-west, One Vision Housing, part of the Sovini Group, rely on seamless communication with their tenants, whether that's for routine administration, scheduling maintenance, or ensuring emergencies are dealt with quickly and effectively. The need for a secure, resilient, and highly intuitive platform that would support close collaboration between advisors and communication with residents was further driven home during the COVID-19 lockdowns, when face-to-face meetings became impossible.

As a result, once lockdowns ended, the decision was made to seek out a next-gen unified communications platform that would transform the way Sovini supports their residents, replacing the legacy PBX system. Having already successfully adopted Microsoft Teams, gaining buy-in from employees across the company, the resulting RFP sought to build on this success. This meant exploring how processes could be further optimised by tools like call recording and analytics, with ample scope for future development. The employee experience was also critically important - the new system needed to be as user-friendly as possible, allowing advisors to focus on the needs of residents, especially those considered vulnerable.

Exponential-e's well-established contact centre and unified communications pedigree, comprehensive service wrap, and consultative approach that focused on Sovini's operational strategy made a strong impression throughout the tender process. As a result, they were awarded the contract, with a dedicated account team immediately beginning work to establish themselves as Sovini's key communications partner.

The Solution 

Working closely with Sovini's own IT team and customer service team leaders, Exponential-e began scoping out the new customer service platform. Service continuity was a critical priority, with measures established to ensure advisors would be able to continue working in the way they were accustomed to, while enjoying a range of additional tools to support successful resolutions. To this end, as the project specifications evolved, in-depth training was provided for staff via Microsoft Teams. Based on these conversations, comprehensive user guides were created and distributed.

Key to the success of the project was ongoing consultation around potential opportunities for improvement, which strong partnership between both organisations and the inherent flexibility and scalability of Exponential-e's contact centre has continued to support following the go-live date. In particular, the solution's ability to deliver bespoke, real-time reporting, drawing on data generated across multiple channels.

Utilising the high volumes of data generated throughout interactions with residents to optimise service quality and ensure advisors are properly supported has become a key element of Sovini's day-to-day operations. This has proven especially beneficial during interactions with vulnerable residents, as team leaders are able to monitor the quality of interactions - both live and through analytics - to ensure appropriate training is provided for advisors, and that residents are always properly supported.

This is very much an evolving process, as Sovini's teams continue to explore the full range of the contact centre solution's capabilities and how they can complement and enhance their strategies for optimising service quality across existing channels, and those in the process of being deployed (social media, for example). This includes automating routine processes (where possible and appropriate) and integration with other systems, to achieve a holistic view of the entire operation.

In this way, Sovini continue to utilise leading-edge technology as a means of enhancing the expert support and personal attention their residents have come to expect from their advisors, rather than as a substitute for it. As their teams work with their Exponential-e account team to identify and execute further improvements in the years ahead, the full potential of this new model for customer service excellence will continue to reveal itself, helping establish new standards of best practice across the entire housing sector.

Solution benefits

  • A seamless transition from the legacy PBX system
  • A highly intuitive user interface, supporting faster resolution times, and a better employee experience
  • Hands-on consultation and training from contact centre experts to maximise performance impact and project success
  •  Ongoing partnership that drives continuous improvement, with a focus on performance outcomes
  • Real-time analysis of call data drives ongoing service improvements and process enhancements
  • Data analysis and quality allows for identification of and better outcomes for vulnerable residents, including the creation of specialist training for advisors
  • Intelligent automation to minimise wait times and optimise efficiency 

As an agile organisation it is essential that our systems enable us to support our staff working remotely. This solution very much supports that as well as providing all the necessary functionality we require for a busy, customer-focused contact centre environment.

Jan Conroy
Head of Customer Services, One Vision Housing

The actual migration from one system to the other was seamless for both the customer and the team using it. Our advisors adapted with ease and much prefer the functionality of the new system. There's much more information available to them, and it's very user friendly. When you're handling calls it is important to have all the information you need at your fingertips to provide excellent customer service and this system supports that.

Jan Conroy
Head of Customer Services, One Vision Housing

If I was to sum it up, I think it's a really great partnership. It doesn't feel like a contractor and a client relationship, it feels like a partnership relationship and that works very, very well.

Jan Conroy
Head of Customer Services, One Vision Housing


Helping housing associations drive digital initiatives that transform the tenant experience, underpinned by robust data security

To succeed in a digital world where quality of service is under increasing scrutiny, housing associations need to rapidly transform by adopting modern technologies, redesigning operational processes and increasing collaboration across multiple channels. By investing in a digital future, housing associations can streamline costs, improve operational efficiency and concentrate on creating an improved tenant experience.
Helping housing associations drive digital initiatives that transform the tenant experience, underpinned by robust data security
Tags:
next-gen unified communications platform replacing the legacy PBX system call recording contact centre and unified communications Sovini
  5312 Hits
Company Digital Transformation Retail Digital Transformation Customer Service

The case for digital transformation as the foundation of exceptional customer service

the-case-for-digital-transformation-as-the-foundation-of-exceptional-customer-service

The retail landscape has fundamentally changed in recent years, partly driven by the necessities of COVID lockdowns, and partly by ongoing shifts in customer preferences and behaviour. As we have previously explored on this blog, the familiar high street shopping experience is increasingly converging with online and click-and-collect shopping, offering a new breed of data-driven shopping experience.

Tags:
retail innovation digital transformation in retail customer service costa coffee
  1409 Hits
Press Releases 2023 2024

Exponential-e Wins Five9 Global Partner Award

press-release

Exponential-e is recognised for enabling and delivering success in helping organisations reimagine their customer experiences in 2023.

February 8, 2024 – Exponential-e has been named Global Partner by Five9, the provider of the Intelligent CX Platform. The Five9 2023 Global Partner Awards recognise the achievements of the Five9 global ecosystem of channel partners, systems integrators, strategic alliance partners, and Independent Software Vendors (ISV's).

Exponential-e partners with Five9 to deliver an industry-leading, omnichannel Contact Centre as-a-Service (CCaaS) platform, suitable for the modern customer journey.

"Our partnership with Five9 has always been built around our shared values and passion for exceptional CX at a time when the Contact Centre has become many organisations' primary point of contact with their customers. We firmly believe that the intelligent application of the right technologies has the potential to transform the way customer service excellence is achieved across a range of channels, so working with Five9 to bring our CCaaS solution to life was simply a natural fit. This award is a testament to both what's already been achieved, and what we will achieve together in the years ahead."

Gareth Hayes, Head of UC and CX, Exponential-e

"Our partners consistently provide a high level of value to Five9 and our joint customers. The continued growth we have experienced over the last several years would not have been possible without the global reach and stellar performance of our partners", said Jake Butterbaugh, Senior Vice President, Global Partners. "These partner award winners represent the best of the best. We are so happy to recognise them and are humbled and inspired by their commitment to Five9 and to delivering outstanding CX. Congratulations, Exponential-e, on your well-deserved recognition."

Five9 is on a mission to Bring Joy to CX™. The Five9 Global Partner Program and its 1,400+ members deliver excellence, integrity, and solutions that enable our joint customers to deliver exceptional customer experiences. The Five9 Intelligent CX Platform is a leading AI-powered CCaaS solution that elevates contact centre performance by empowering managers with actionable insights and intelligence, personalise customer experiences with self-service and their choice of channel to communicate, elevating businesses to deliver results ensuring the delivery of joyful agent and customer experiences.

To learn more about the Five9 2023 Global Partner Award winners, click here. 

‐‐ ENDS ‐‐

Tags:
Exponential-e Five9 Global Partner Award CXaaS platform Omnichannel Contact Centre Customer Experience
  13051 Hits
Company Health Manufacturing Artificial Intelligence

Intelligent automation, effortless manufacturing

intelligent-automation-effortless-manufacturing



Effective manufacturing workflows are all about doing things more efficiently - from the simplest tasks to the most complex. While this is an ostensibly simple concept, the increasingly interconnected, global nature of modern manufacturing workflows hides a number of challenges, with even the briefest period of downtime potentially costing thousands of pounds, particularly during periods of increased consumer demand.

However, the increasing sophistication of artificial intelligence (AI) and 'smart' technologies offers a rich vein of opportunities here, allowing routine processes to be automated, where possible and appropriate. Not only will this significantly improve the overall efficiency of manufacturing processes, if successfully executed, it will lead to long-term cost savings and free staff to focus their attention on activities that will lead to fresh innovations and sustainable business growth.

With that in mind, let's consider where AI-powered automation can be of most use across manufacturing workflows…


Streamlined, proactive maintenance processes

The rollout of interconnected sensors at manufacturing sites ensures any faults can be automatically tracked, identified, and escalated to the appropriate team, ensuring the resulting downtime can be kept to the absolute minimum. Beyond ensuring a swift response to any unexpected faults, collating the data generated by these sensors and applying machine learning technologies will allow any trends to be identified and routine maintenance processes adapted accordingly, helping to resolve potential faults before they occur and ensuring costly downtime can be avoided altogether.

And, as a bonus, this will help reduce machines' energy consumption in the long term, further reducing costs and bringing manufacturers another step closer to achieving their environmental goals!


Stress-free quality control

Even the most stringent quality control processes are vulnerable to human error, but AI will not only offer a greater level of consistency, but also allow products to be examined with a level of detail that would be impossible otherwise, particularly for especially small or complex products (computer chips, for example). This way, even the most miniscule defects can be quickly identified before products reach customers, even during the busiest production cycles. 

Maximum control and visibility of global supply chains

The vast range of materials utilised across manufacturing operations that must be sourced from around the world means that supply chains are inherently complex. This means there is huge potential for disruption and, in turn, downtime if any area of the supply chain fails. But just as with the machines on factory floors, AI and smart sensors allow for micro and macro views of manufacturers entire supply chains, covering everything from vehicles to individual parts. By monitoring this data and implementing effective analytics, potential disruptions can be predicted and factored into project timelines. 

Developing safer factory floors

Finally, amidst all the excitement about the possibilities offered by AI, let's not forget the people who continue to drive effective manufacturing operations! The smart sensors deployed across factory floors can be complemented with wearable sensors for employees. This will ensure the risk of injury from machinery is minimised, while simultaneously supporting wider health & safety initiatives, and thus helping maintain a safer working environment. For example, in environments where employees may be required to lift heavy objects, the data generated by the wearable sensors can be used to avoid injuries by ensuring correct procedures are followed when doing so.

This is all just scratching the surface of what AI-powered automation can potentially offer manufacturers. Leaders across the industry are already exploring the full potential of these technologies, with the support of trusted technology partners, so new opportunities and innovations are sure to keep revealing themselves in the months and years ahead. As we're already seeing in our own ongoing work with manufacturers across the UK, the rise of AI shows no signs of slowing down, so don't hesitate to contact us if you'd like to discuss how it can transform your own operations. It's an exciting time for the entire sector, and we look forward to exploring it with you!


View our Manufacturing brochure

Delivering the digital foundation for tomorrow's manufacturing workflows.

Discover our full portfolio of digital innovations for Manufacturing, and how we are working with leaders across the sector to support the ongoing convergence of IT and OT, the deployment of 'smart' technologies, and the implementation of tomorrow's connected workflows.

  1822 Hits
Company Finance Business Continuity Disaster Recovery Data Protection

A tech-powered customer experience for the new era of financial services

a-tech-powered-customer-experience-for-the-new-era-of-financial-services

From day-to-day consumer banking to high-profile asset and wealth management, the way we all access financial services is changing in ways that would have been inconceivable just a few years ago. Online banking is now firmly established, allowing customers to manage their money securely within a few clicks - anytime, anywhere and without the need to visit a branch. A 2022 survey revealed that the quality of the online experience was a key factor in 81% of adults' choice of bank1.

Tags:
Finance customer experience omnichannel Security Data
  2331 Hits
Company Connectivity Data Digital Transformation Security SD-WAN Retail Digital Transformation Customer Service Infrastructure Cyber Security Network

Why SASE is so important in the new, data-driven retail landscape

why-sase-is-so-important-in-the-new-data-driven-retail-landscape

With fundamental shifts in consumer behaviour, changing economic conditions, and a rapidly evolving regulatory environment, it's a challenging but exciting time for the UK's retail sector, and technology has a key role to play. In particular, advances in IT and networking solutions are empowering retailers to enhance their operational efficiency, improve the customer experience, and retain their competitive edge in an increasingly online and interconnected world.

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SASE retail SSE SD-WAN cyber security
  2826 Hits
Cloud Company Data Retail Digital Transformation Customer Service Infrastructure Artificial Intelligence Big Data Hospitality

Balancing safety, security, and unforgettable welcomes in the Pub of the Future

balancing-safety-security-and-unforgettable-welcomes-in-the-pub-of-the-future

Like many longstanding institutions, Britain's world-renowned pubs are undergoing their own digital transformation journey, utilising leading-edge technologies to offer truly personalised experiences to patrons of all ages and backgrounds - from longstanding regulars visiting for their usual pint, to families looking for a meal, and young professionals working on the go. It's an exciting time for the sector as a whole, but at the same time, the drive for modernisation must not come at the expense of patrons' safety and enjoyment.

Tags:
retail connectivity digital transformation hospitality artificial intelligence
  1845 Hits
Managed Services Professional Services Customer Service Net Promoter Score Monitoring Sports Case Studies

UK Sports Institute

uk-sports-institute-case-study-header-imag_20250905-134452_1

Powering seamless communication and collaboration for the UK's leading provider of high-performance sports support services

About the UK Sports Institute

Founded in 2002 under the name 'The English Institute of Sport', the UK Sports Institute (UKSI) provides leading-edge support for athletes competing in major worldwide sporting events, delivered by some of the world's leading practitioners, in close collaboration with coaches and performance directors.

Challenges

Given the nature of its work UKSI employees have always been highly dispersed, working closely with athletes and their teams, both onsite and at a number of regional performance centres. As a result, the organisation was an early adopter of the hybrid working model, designing and developing its ICT infrastructure in order to provide all employees with maximum flexibility in terms of how and where they work.

To this end, they have always worked closely with trusted managed service providers, with key services including LAN, WiFi, and a managed service desk. This culture of constant improvement eventually initiated a full Cloud transformation, for additional levels of control and scalability, and an early move towards Microsoft Teams as the primary platform for cross-site communication and collaboration.

In order to build on these successes, the UKSI made the decision to partner with an MSP who would not only be able to maintain its existing working model, but provide a dedicated team to provide hands-on support and guidance around future opportunities for improvement. To this end, a call for tenders was put out, with an emphasis on potential partners' willingness to delve deep into the UKSI's requirements and build a strong rapport with its teams.

Solution 

Throughout a rigorous tender process, Exponential-e's readiness to work closely with the UKSI's own teams, clear understanding of their requirements and long-term business goals, and readiness to deliver truly bespoke solutions based on this quickly made a positive impression. As a result, Exponential-e was selected as the UKSI's new MSP.

A six-month handover period was established, in order to ensure a smooth transition, avoid any disruptions to employee's day-to-day work, and allow the dedicated account team time to establish themselves and get to know the UKSI's own teams, systems, and processes. This included the account team engaging directly with the incumbent supplier and working through the UKSI's comprehensive Operations Manual, in which all established systems and processes were clearly documented, while also minimising any overlap between suppliers and the extra costs that would result.

This clear communication and close collaboration between teams from both organisations ensured a seamless transition process, with Exponential-e able to take on the managed service desk function, providing employees at all levels of the UKSI with a single point of contact for any technical issues. End users reported no discontinuity between the old and news systems, ensuring disruption for all employees, wherever they were located, was avoided.

Since the final handover, the relationship between the UKSI and its dedicated account team at Exponential-e has continued to evolve. This has not been a simple case of maintaining the existing infrastructure, but also drawing on the expertise of Exponential-e's expert consultants and evolving range of professional services to develop the UKSI's internal expertise, drawing on an 'innovation fund' that was established at the outset of the contract.

This included hands-on technical support and consultancy during the change of name from 'The English Institute of Sport' to UKSI, ensuring all necessary updates within the Microsoft ecosystem had been properly executed prior to the designated launch date. Close collaboration between both teams ensured a completely seamless update across all systems, avoiding any unexpected disruptions.

Solution benefits

  • A seamless transition process, with zero disruption of established processes or day-to-day operations
  • A dedicated account team, providing hands-on support and helping maintain a culture of ongoing improvement
  • A single point of contact for all technical issues, in the form of a fully managed service desk
  • Access to world-class consultancy and professional services via a dedicated 'innovation fund'


A proven system for developing a world-class digital strategy

DX can empower your employees with always-available applications, wherever they are, and engage your customers with multiple touchpoints that can be accessed 24/7. It can also increase your company's growth, enabling you to adapt, to diversify and to transform your product to suit new market conditions.
A proven system for developing a world-class digital strategy
Tags:
UK Sports Institute Microsoft Teams managed service desk Microsoft ecosystem LAN
  5076 Hits
Company Connectivity Unified Communications

Preparing for the 2027 PSTN switch-off

preparing-for-the-2027-pstn-switch-off

Now more than ever, organisations across the public and private sectors depend on seamless, secure, and high-quality communications. Even with an increasing range of channels having established themselves in recent years - including voice, email, video, and SMS - voice services remain a key part of how we communicate and collaborate.

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PSTN PSTN switch-off voice services communication collaboration
  2402 Hits
Company Security Construction Internet of Things Data Protection Architecture

Has your AEC firm earned the Cyber Essentials / Cyber Essentials Plus accreditation? If you haven’t, don’t delay…

has-your-aec-firm-earned-the-cyber-essentials-cyber-essentials-plus-accreditation-if-you-havent-dont-dela_20250909-094141_1

The nature of AEC projects and the high volumes of sensitive data firms generate, transfer, and store on a daily basis make them a natural target for cyber criminals. Indeed, a recent Government study found that 5% of building firms have already fallen victim to some form of cyber-crime in the just a year, but that 26% of them still did not have adequate cyber security measures in place.

Tags:
AEC sector SOC2-Service Cyber Essentials Plus cyber security Frameworks
  1956 Hits
Cloud Company Connectivity Data Digital Transformation SD-WAN Retail Remote Working Business strategy Internet of Things COVID-19 Customer Service Infrastructure Cyber Security Artificial Intelligence Big Data Network Hospitality

The pub of the future: the data-driven transformation of a great British institution

the-pub-of-the-future-the-data-driven-transformation-of-a-great-british-institution

Like many fixtures of our lives, Britain's pubs were heavily impacted by COVID-19, with their familiar patrons unable to come in for a post-work drink, or meet with friends at the weekend. But while it was undoubtedly a difficult period for the industry as a whole, this great British institution did as it has always done, and adapted to suit its patrons' evolving requirements.

Tags:
retail connectivity digital transformation hospitality artificial intelligence
  2771 Hits
Cloud Company Connectivity Other Digital Transformation Legal Remote Working Internet of Things Private Cloud Public Cloud Hybrid Cloud COVID-19 Working from home Managed Services Customer Service Infrastructure Cyber Security Network

Why Legal firms are the natural home of hybrid Cloud infrastructure

why-legal-firms-are-the-natural-home-of-hybrid-cloud-infrastructure

Although digital transformation amongst Legal firms has typically been comparatively slow compared to other sectors, the journey has picked up speed over the course of the last decade.

Tags:
Cloud digital transformation legal sector cloud and managed services remote working
  2202 Hits
Press Releases 2023

Exponential-e Ltd Named a Supplier on Crown Commercial Service’s Network Services 3 Framework

press-release

Exponential-e Ltd have been named a supplier on Crown Commercial Service's Network Services 3 framework (RM6116) for the following Lots:

  • Lot 3a IoT and Smart Cities (Smart shared and connected spaces)
  • Lot 4b Digital Communication Services (Unified Communications)
  • Lot 4c Contact Centre Solutions
  • Lot 4d Inbound Telephony Services


This framework is the third iteration of the Network Services agreement. After an intensive supplier and customer engagement and evaluation process, Exponential-e can now support public sector buyers to procure a wide range of technologies and solutions either via Direct Award or Further Competition, and with greater flexibility for contracting terms.

Afshin Attari, Director of Public Sector & Unified Platforms for Exponential-e comments, 

"This is truly a great achievement, and amazing result for Exponential-e as we aim to serve and deliver best value to the Public Sector. We know how crucial it is to our customers - old and new - that we retained our place as a supplier on this significant framework. Many buyers have already been enquiring about how they can use this framework to meet their operational needs, notably around critical national infrastructure projects and programmes. We look forward to continuing to help the UK Public Sector deliver better citizen outcomes in our capacity as a supplier on the new Network Services 3 agreement."

Crown Commercial Service supports the public sector to achieve maximum commercial value when procuring common goods and services. In 2022/23, CCS helped the public sector to achieve commercial benefits equal to £3.8 billion - supporting world-class public services that offer best value for taxpayers.

‐‐ ENDS ‐‐

Tags:
Commercial Service’s Network Services 3 Framework Crown Commercial Service UK Public Sector RM6116
  38253 Hits
Company Data Storage Customer Service Infrastructure Artificial Intelligence Big Data Contact Centre

AI in the Contact Centre: People, Bots, and the New Customer Experience

ai-in-the-contact-centre-people-bots-and-the-new-customer-experience

In the space of just a few short years, Artificial Intelligence (AI) has gone from being a somewhat niche field, to front and centre in the public consciousness. With the rise of ChatGPT and similar platforms, there is much speculation about where this technology is heading, and what its impact will be on our personal and professional lives. Indeed, organisations across numerous sectors are already exploring the different ways it can be utilised to reduce costs, optimise efficiency, and improve service quality.

Tags:
ai contact centre customer experience ChatGPT CX
  2653 Hits
Company Press Releases 2023

Exponential-e Announces Partnership with Five9 to Drive Excellence in the Contact Centre through Digital Innovation

press-release

Exponential-e today announced its partnership with Five9, the leading provider of the Intelligent CX Platform. The collaboration will mark the next stage in the evolution of Exponential-e's UC and CC solution portfolios, providing their teams with the means to design and deliver customer service transformation for clients. This, in turn, will help establish the new breed of contact centre as a critical part of delivering exceptional customer experiences in the new age of rapidly evolving AI technology.

The Five9 intelligent CX platform facilitates billions of call minutes annually, and provides digital engagement, analytics, workflow automation, workforce optimisation, and practical AI to create more human customer experiences, engage and empower contact center agents, and deliver tangible business results. Along with our people and the relationships they bring to our customer engagements, that is what creates our true CX difference.

As the ways in which we communicate and collaborate continue to evolve, the contact centre has become the focal point of many organisations' customer communication strategies. Exponential-e is working closely with a range of organisations across the private and public sectors to accelerate this journey, designing and delivering solutions that optimize the customer journey across every channel - empowering agents to deliver exceptional outcomes, while ensuring productivity and wellbeing are maintained.

Crucially Exponential-e and Five9 share a number of common values, including a focus on reliability, security, innovation, a commitment to service excellence, all delivered through a consultative approach.

The Five9 platform has a key role to play in this journey, providing Exponential-e's own specialists with a range of leading-edge tools to support modern organisations' increasingly sophisticated CX requirements.

Customer service has always been part of our company DNA, and partnering with Five9 was simply a logical next step. When we combine these tools with the right people and processes, I expect the results to be genuinely transformative for our customers, and their customers in turn.

Gareth Hayes
Head of UC & CX, Exponential-e.

Exponential-e's commitment to customer service has always stood out for us, and we're delighted to be partnering with them - not just to explore the full potential of these new solutions, but to ensure the human element remains at the heart of every customer interaction.

Thomas John
VP International, Partner Sales, Five9

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Tags:
Five9 platform UC and CC solution portfolios Intelligent CX Platform
  39689 Hits
Cloud Company Connectivity Data Digital Transformation Digital Transformation Finance Compliance Internet of Things Cyber Security Business Continuity Manufacturing Disaster Recovery Data Protection Artificial Intelligence

Maintaining operational resilience in a changing Finance sector

maintaining-operational-resilience-in-a-changing-finance-sector

The Finance sector has always been one of the most dynamic, rapidly evolving industries, and this shows no signs of changing any time soon. But while shifts in the landscape may well open new opportunities, they will also come with new challenges, and it is the organisations who are ready and able to face these head-on who will continue to thrive in the years ahead.

Tags:
Cloud connectivity SD-WAN Finance sector disaster recovery
  2239 Hits
Cloud Company Connectivity Digital Transformation Digital Transformation Internet of Things Cyber Security Manufacturing Artificial Intelligence

Data-driven manufacturing - laying the foundation for tomorrow’s interconnected workflows

data-driven-manufacturing-laying-the-foundation-for-tomorrows-interconnected-workflows

Manufacturing workflows are evolving at an unprecedented rate, and the trend shows no signs of slowing down. The increasing effectiveness and affordability of 'smart' technologies and the Internet of Things means IT and OT are increasingly interconnected, with increasing volumes of data flowing between sites and devices on an ongoing basis.

Tags:
manufacturing Cloud connectivity SD-WAN digital transformation
  2121 Hits
Cloud Company Connectivity Digital Transformation SD-WAN Digital Transformation Internet of Things Manufacturing

It is a challenging time for the Manufacturing sector, but focusing on operational efficiency can still provide the leading edge

it-is-a-challenging-time-for-the-manufacturing-sector-but-focusing-on-operational-efficiency-can-still-provide-the-leading-edge

The past few years have been challenging for the global Manufacturing sector, with both Brexit and COVID-19 creating a wide range of operational disruptions whose impact is still being felt. Indeed, as recently as January 2023, we saw UK manufacturing shrinking for the sixth consecutive month1.

Tags:
manufacturing Cloud connectivity SD-WAN digital transformation
  2618 Hits
Company Connectivity Data Digital Transformation Digital Transformation Internet of Things Big Data

Re-connecting society – improving prosperity, sustainability, and wellbeing through local connectivity infrastructure partnerships

re-connecting-society-improving-prosperity-sustainability-and-wellbeing-through-local-connectivity-infrastructure-partnerships

Policymakers have now recognised that world-class digital connectivity and fast internet connections are as essential to the future of the society now as ports, railways, airports, and highways were throughout the last two centuries. Those systems transformed the way people lived and worked, irrevocably changing human conceptions of distance, speed, and time.

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connected construction AEC big data digital transformation IT ecosystem
  2401 Hits

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