The Customer
The customer is a central governing body that utilises the growing volumes of data generated across multiple channels to optimise the delivery of critical services across the UK, while ensuring the highest standards of security and compliance are maintained at all times.
The Challenge
In 2019, with their existing contact centre solution reaching the end of its life, the customer made the decision to seek out a new platform that would better suit their ongoing drive for the more efficient, effective delivery of critical services, particularly the growing demand for secure, scalable omnichannel communication. Beyond simply routing phone calls, the desired solution would deliver deeper insights into every stage of the customer journey, from the first point of contact to the eventual resolution - and utilise these metrics to consistently maintain a responsive and flexible service delivery that would support the best possible outcomes.
Key considerations included:
- A resilient, scalable multichannel environment - encompassing voice, email, SMS, webchat, and all major social media platforms, that would maximise opportunities for engagement with citizens.
- The ability to configure all elements of the interface to staff's requirements, making it as efficient and user-friendly as possible, with clearly defined supervisory levels.
- Robust cyber security and governance inherent in the design, ensuring data protection policies would be consistently applied and all compliance obligations met, while optimising the accessibility, quality, and utility of all data.
- Granular and broad visibility across the entire solution, allowing administrators to tailor the solution within predetermined parameters, allowing tools and processes to be continually refined in response to feedback.
- Bespoke dashboards and reporting, allowing analysts to effortlessly access key metrics and monitor every step of the citizen journey in real-time.
- Seamless integration with existing platforms, with scope to integrate further tools in the future.
Based on these criteria, an in-depth evaluation was conducted of eleven separate contact centre solutions, measuring their capabilities against a detailed list of requirements and the customer's long-term tech and data strategy. At the end of the assessment process, Exponential-e's deep experience across the public sector, consultative approach, and openness to developing bespoke solutions made them a clear standout, with their Contact Centre as-a-Service solution fulfilling all technical requirements. As a result, they were selected as the customer's technology partner for the new contact centre's design and implementation.
Key factors in this decision included the Cloud-based model, which aligned with the customer's ongoing Cloud transformation journey, the inherent flexibility the platform offered in terms of hybrid working, the ability to integrate existing apps, and its highly intuitive user interface.
Solution
In the run up to 'go live', the Exponential-e's project team worked closely with the customer's own teams to ensure agents were ready to adopt the new technology. Following extensive training, agents were able to make full use of the new platform on the same morning the legacy telephony system was switched off, without any disruption to live services. The already strong relationship between teams at both companies, established during previous complex deployments, proved invaluable here, with close communication and collaboration at every stage laying the foundation for the project's eventual success.
As all interactions were now taking place through a single, fully integrated platform, the consistent application of skills-based routing ensured citizens were put in touch with the appropriate agent as quickly as possible, with time on hold kept to the absolute minimum. In addition to optimising the path to successful resolutions, this also meant that analysts could access all data about each citizen's journey through a centralised knowledge base, regardless of the number of channels involved. A combination of real-time analytics and automated satisfaction surveys was utilised to measure the quality of each interaction.
To ensure this data could be used to its fullest potential, the customer was able to create bespoke dashboards for a range of metrics, including the channels and menus enquiries were received through, wait times, the agent who handled each, whether the call needed to be transferred, and the final time to resolution - all updated every fifteen seconds. This way, both analysts and supervisors could access a wealth of information on both agent performance and citizens' overall experiences, without needing to consolidate information from multiple channels and records, as had previously been the case.
With this critical information automatically collated in an actionable form and the ability to automatically apply service changes through the dashboards, the new contact centre enabled true data-driven decision making at all levels, so tools and processes could be constantly refined and, ultimately, the highest levels of service quality and availability maintained.
As an early adopter of hybrid working, the new contact centre only strengthened the customer's capabilities in this regard, granting supervisors maximum flexibility in terms of how agents were deployed, without compromising data security, call quality, or their ability to collaborate with their colleagues whenever necessary.
The new contact centre is constantly evolving, as the high volumes of data gathered during each interaction reveals new opportunities for service enhancements. Administrators can continue refining their tools and processes via their dashboards, with support available from their Exponential-e account team and a 24 / 7, UK-based support desk, whenever it is required.
All of this demonstrates how the ever-growing volumes of data generated across multiple channels can be used to improve wellbeing across the UK, and the potentially transformative power of technology when utilised in service of the public good.
Solution benefits
- A flexible, omnichannel solution for all citizen communications, optimising the delivery of critical services across the UK.
- A holistic view of every citizen journey through intelligent, real-time analytics.
- Automated tracking of agent performance, helping drive a culture of constant improvement.
- Fully tailored for hybrid working, ensuring consistent security and service quality wherever agents are connecting from.
- Full compliance with all applicable regulations around the handling of citizens' data, while ensuring it remains readily accessible to authorised individuals.
This brochure offers an in-depth exploration of Exponential-e's entire UC and CC ecosystems, all of which we deliver in bespoke combinations to optimise your internal and external communication strategies.
956 Hits
The past year has challenged the UK's education sector in ways that would previously have been inconceivable, with children learning from home the majority of the time since March.
3064 Hits
With the flexible office model slowly but surely supplanting the traditional working environments in favour of dynamic co-working spaces for a number of years now, we have seen many organisations reconsider the way they think about commercial real estate.
2667 Hits
Now more than ever, effective collaboration and communication are the keys to success. Throughout 2020, we saw a widespread shift in how we interact with each other, both in and out of work, and how we stay connected to our colleagues and customers. Just consider the following:
2885 Hits
Microsoft Teams has been in the ascension for some time now, rising exponentially in popularity throughout 2020, to the point it is now the default internal communications tool for many organisations, with the distributed workforce utilising it to effectively collaborate with colleagues on a day-to-day basis.
2100 Hits
Over the course of the past year, the contact centre has been changed forever, with social distancing requirements meaning that familiar methods of face-to-face contact are now unavailable. In light of these shifts, social media, video and email contact are now regularly utilised as the primary channels for customer queries – a trend that we have seen on the rise for some years now. Between March and November 2020, we saw a significant update in the use of online channels, with 54% of organisations reporting an increase in email contact, 52% reporting an increase in social media, and 65% reporting an increase in the use of web chat.
2928 Hits
Global broadcasts place incredible demands on infrastructure, which must offer the performance and resilience required to accommodate the anticipated spikes in viewership. Exponential-e has worked closely with a number of world leaders across the broadcasting and media sector, providing fully integrated solutions that ensure their connectivity is of the very highest quality, freeing their own teams to focus on the broadcast itself, safe in the knowledge that they can completely depend on their technological foundation, no matter how many viewers around the world tune in.
2302 Hits
Even as the end of lockdown approaches, it is clear that hybrid working is here to stay, with organisations utilising remote and office-based working on a flexible basis, in order to combine the advantages of both.
4857 Hits
Failure Demand: "Demand caused by failure to do something or do something right for the customer"
Seddon, 2003
6480 Hits
Here's why that's a good thing…
"In the new contact centre, we're no longer reliant on hunt groups, and can onboard new services and new desks very easily, which has allowed for a much higher level of agility in terms of how we connect and collaborate with our colleagues and partners. We've also got a much higher level of control, so we don't need to go through our IT teams to make changes or updates when we need to, and can constantly refine our call flows."
Stacey Whyte, NHS Digital
4100 Hits
There's no doubt that the current economic environment has led to feelings of instability, in both our personal and professional lives. Consumers are feeling the pinch, and with rising inflation and interest rates, they will have no choice but to curtail their spending. The impact on business is similarly far-reaching. Aside from the economic impact of the reduction in spending, there is the very real situation that both employees and customers will be experiencing stress in their personal lives. As a result, many organisations across the public and private sectors are evaluating how to best maintain their service quality under these difficult circumstances.
3305 Hits
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.
2369 Hits
Microsoft Teams has rapidly established itself as the default tool for professional communication and collaboration, powering interconnected workflows in the era of hybrid working. However, the way licensing for Teams works with your wider Microsoft ecosystem is about to change, which means it is essential that you establish how your licensing arrangements will be affected and take steps to maintain the levels of performance and cost-control you depend on.
2000 Hits
Customer service is in the middle of a deeply transformative period. Regular readers of this blog will already be familiar with the role AI has to play in this journey, and the way technologies like machine learning and Natural Language Processing (NLP) are transforming the customer experience.
1198 Hits
It's often said that "You don't know what you don't know". This is especially true in the modern contact centre, where a range of different customer interactions are taking place on a near-constant basis, across a growing range of different channels. It might be tempting for managers to assume that if they aren't having any problems presented to them, everything is running perfectly.
1334 Hits
As part of an ongoing effort to offer greater consistency and transparency across their full range of solutions, Microsoft have recently announced several pricing updates.
2177 Hits
In the contact centre, the customer journey is everything. Every potential point of interaction must be carefully considered, with systems and processes established to maximise the chances of a fast, satisfactory resolution.
1165 Hits
© 2025 Exponential-e Ltd. Reg. No. 04499567, Reg. Address:100 Leman Street, London E1 8EU