01 Nov. 12:00 - 12:30 | L1 GCI Theatre

How to Deliver an Award-winning Customer Experience - A GCI Customer Case Study

Presented by Steve Dungworth, Director of Digital Transformation at Accent Housing Group With their Housing Association customers increasingly needing more sophisticated ways of getting in touch, what started as a simple project to replace an aging telephone system for Accent Housing turned into a new cost-effective, scalable and omni-channel Unified Communications solution to better connect their staff and customers. Steve Dungworth from Accent Housing explains how GCI migrated them to Skype for Business with Enterprise Voice, integrating it with a Contact Centre solution to deliver not only more effective communications between customers and staff, but enhanced internal collaboration regardless of location. He will also discuss how this technology project has not only achieved business benefits but has also been instrumental in supporting culture change by enabling a more modern, flexible and agile way of working – even winning Accent a coveted HANA Award, recognising the lengths they had gone to in using technology to improve services for their customers.


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