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First Utility is one of the UK’s largest domestic services suppliers, providing over 850,000 homes with gas, electricity, broadband and telephony.
Alongside Unify Communications, they embarked upon a project to improve the way they communicated with customers. Ultimately, their objectives were to simplify the agent interface and improve the customer experience with a flexible, scalable, omnichannel solution; fully integrated into existing systems and with strong reporting capabilities.
Unify Communications delivered a solution which secured a £2 million annualised operational saving, a 50% reduction in training time, and a 20 second reduction in average handle time. Download the case study now.