The Business Exchange Swindon & Wiltshire Edition 28: Dec/Jan 2016/17 | Page 25

TECHNOLOGY REVVED UP Excalibur Communications and Gamma Horizon improve customer satisfaction by streamlining inbound call delivery Excalibur Communications, based in Swindon, has teamed up with Gamma Horizon to bring about a reduction of 15% in abandoned calls. Seeking to drive efficiencies while improving service levels across the board, Gamma Horizon’s specialist inbound call operations expertise has already brought about faster, more efficient messaging, tasking and internal communications between agents and engineers. Excalibur’s technical director Graham Ford said: “We wanted to improve our call centre operations so that customers not only experience a higher level of service but also gain confidence in our ability to deliver that level of service to their own businesses. We provide IT and communications solutions to our customers so getting our own communications right is paramount. We aim to utilise every solution we provide within our own environment so we understand the benefits they bring.” Gamma Horizon has a highly effective cloud solution that allows Excalibur to improve performance across the board. It also offers a range of features that improve the customer experience, uses the latest technology and makes life easier, cheaper and more efficient than before. As the system is based in the cloud, hardware requirements, installation and configuration was minimal. This keeps costs manageable and means Excalibur are always running the latest, more feature-rich version of the platform. With training and support from Gamma, the call centre was upgraded and running in no time with zero disruption to customers. Graham added:“The Horizon system has changed how we support our customers for the better. The wallboard tells agents, team leaders and managers exactly what’s going on. The messaging function allows agents to talk to second line while still on the call which improves first call resolution. We answer more calls more quickly than before and we get to resolve more issues at first contact too. We benefit and the customer benefits too." For more info: www..ex-c.co.uk Your customers like mobile friendly websites And so does Google! Call our friendly team for more information. 01666 822 223 [email protected] www.wmcagency.com WoodMcKeever agency THE BUSINESS EXCHANGE 2016 25