Innovation Group (IG), the leading global business process outsourcer (BPO) are rolling out a multi-million-pound cloud-based Contact Centre and Unified Communication platform that will support over 1,300 agents and 1,000 back office workers across the UK, North America and Australia, with South Africa planned to go live during 2019. The solution has been designed, implemented and subsequently managed by Onecom Communications (Onecom), the leading Cloud Telephony and Unified Communications provider.
IG manages critical incidents in the car and home, operating in the automotive and property sectors. They are trusted by fifteen of the top twenty global general insurers and three of the top five fleet management companies. IG bring together a world-class supplier network, outstanding people and sophisticated technology platforms to deliver a market leading customer experience and service excellence whilst driving cost efficiency through scale.
The service sector is seeing a transformation in the way that customers want to engage, with consumers expecting a consistent high level of service, regardless of the communication method they choose to use. IG are passionate about delivering the best customer experience to their client’s customers, using technology to enhance market differentiation and to underpin their continued leadership, resulting in the decision to make a significant investment in a world class cloud contact omni-channel centre platform. The investment enables IG to provide market leading digital customer experience services for their clients, delivering improved customer satisfaction across all customer touch points including; voice, e-mail, chat, SMS and social media.
"As a leading software-lead BPO we are passionate about delivering the highest level of service for our clients. We are devoted to customer excellence and this investment is enabling us to develop innovative and interactive customer experience strategies, allowing us to provide enhanced levels of service for our clients. We were looking for a partner that could not only provide us with a best in class global cloud contact centre solution, but also had the experience and capabilities to continually help us evolve our digital customer contact strategy. Onecom gave us confidence both operationally and technically, even through the inevitable challenges of a large and complex project of this nature. Onecom took full ownership of any issue resolution, and we are now looking forward to completing the next stages of roll-out in our South Africa operation and developing a long-standing partnership with Onecom."
Mike Hinton | IG’s Technology COO
The Contact Centre and Unified Communication solution has been built on Mitel’s world cloud proposition and is incorporated into Onecom’s market leading Cloud Managed Service Platform (CMSP). The Contact Centre incorporates omni-channel capabilities, advanced multi-channel workforce management, quality monitoring, and a sophisticated IVR platform. The system is located over multiple global data centres and delivered via a private cloud, making it highly resilient, secure and scalable. Through Onecom’s CMSP, IG can consume the customer interaction tools they need globally, removing duplication, complexity and cost, whilst also ensuring that they have the agility to scale and flex in line with their operational requirements.
Nick Beardsley, Enterprise Director Onecom Communications said: “We are extremely proud to have been chosen by IG for such an important project. Once again this demonstrates our leadership in helping organisations improve the performance of their customer service operations through the delivery of cloud-based contact centre and communication services. IG are helping some of the world’s leading business improve the customer service delivered to their clients and we are delighted to have been chosen to help them improve this further.”
Onecom Chief Executive, Martin Flick added, “Onecom are continuing to outperform the market, with our Cloud and UC revenues growing organically by more than 25% year on year, and our Cloud Managed Service Platform providing a compelling proposition to federate UC components from our leading strategic partners like Vodafone and Mitel. We have set the standard for converged cloud communication and mobility managed services, proving that that as customers’ demands are changing in an increasingly fast paced and digitally enabled world that the Onecom team can meet those demands with agility, pace and unwavering commitment.”
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About Onecom Communications
Onecom Communications is the leading provider of unified communications and managed cloud solutions to other high-growth SME and enterprise businesses, enabling flexible, intelligent and collaborative working from any location, on any device. With pedigree across retail, legal, financial, professional services, construction and private healthcare, Onecom has experience and success in migrating clients to the cloud with an emphasis on transforming business capability and agility by leveraging the power of convergence and technology.
Find out how Onecom are changing the way we work at www.onecom.co.uk
About Innovation Group
Innovation Group manages critical incidents in the car and home on behalf of the world’s leading insurers, brokers and fleet managers, together with warranty and service plan provision for many automotive manufacturers globally. Our solutions are supported by a word-class supplier network, outstanding people and sophisticated technology platforms which integrate seamlessly with clients. As a result, we reduce indemnity and operational spend, improve customer experience and provide powerful data insights to our clients.
Innovation Group employs over 3,000 people world-wide, operating from offices in the UK, France, Spain, Germany, Poland, Belgium, USA, India, South Africa and Australia. The Group serves over 1,200 clients, comprising 15 of the top 20 global general insurers and 3 of the top 5 fleet and lease management companies globally.
For more information about Innovation Group, please visit www.innovation-group.co