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UK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone

By Tracey E. Schelmetic November 02, 2023

Not very long ago, customer-facing businesses that operated multiple offices needed to operate multiple contact centers. Aside from being expensive, multiple disparate centers cannot take advantage of the types of efficiencies that result from centralizing call center operations. 

In its latest customer success story, quality monitoring solutions provider NICE announced that UK-based insurance broker Hastings Direct has improved its operations by migrating to the cloud and implementing NICE CXone to streamline and converge its contact center. NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.

Previously operating eight separate on-premise platforms across three countries, Hastings Direct wanted to gain greater insights into the data of its contact centers to improve efficiency and maximize productivity. Working with BSL Group, Hastings Direct deployed NICE CXone to modernize workstreams and unlock new business opportunities for customer communications.

After a speedy three-month implementation, Hastings Direct found business value almost immediately, the companies reported. The integration with Hastings Direct’s policy system and back-office data platforms provides timely insights and increased visibility into operations, allowing managers to be more proactive. The improved transparency enables business leaders to make data-driven decisions quickly and efficiently.

With CXone’s common platform for voice, live chat and email interactions between agents and customers, Hastings Direct was also able to boost productivity by 26% by gaining better transparency and visibility into the contact center for scheduling. To improve the agent experience, a single sign-on (SSO) process was adopted. Agents can easily access support resources and shift between calls and chats. Hastings Direct also undertook agent skill auditing and realignment, which resulted in a 3% reduction in contact transfers system-wide within three months.

“Amid an enterprise-wide investment in cloud capabilities, we knew it was time to bring our contact center into the digital future and we wanted to do it fast,” said Lisa Irons, Head of Operational Transformation for Hastings Direct. “NICE’s scalable CXone cloud platform allowed us to transition to the cloud rapidly and seamlessly. This is only the beginning, and we look forward to further investing in NICE’s offerings to grow our business even more.”

Edited by Alex Passett
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