“DigitalWell’s cloud contact centre has transformed the way we interact with our clients and has futureproofed our customer service, delivering an integrated call centre which enables us to meet the individual needs of our customers.

Advanced features and automated functions have simplified tasks for agents and overall have provided a big picture view of who is getting in contact and what their specific queries are. It was vitally important for us to be able to provide in-depth, granular reporting for customers, and automated reporting has really streamlined this process.

We also achieved better emergency communications internally so that we can notify customers quickly in the event of a critical issue, without having to wait for a third-party to react.”

"We wanted the system to be able to manage calls, have queues and offer all the functionality you’d expect from a modern contact centre solution. That's exactly what we got.”

“The new SMS system is much easier to use and manage. It gives us peace of mind that a full history of all our communications can be accessed at any time. This is a critical layer of communication that keeps us all informed and closer.”

“Genesys Cloud CX is simple to use and was expertly implemented by DigitalWell. Our clients benefit too, because we’re able to uncover and harvest way more data and really understand what makes their target customers tick.”

“We went to 100% home working and seamlessly switched to Genesys Cloud CX within four weeks without any significant IT issues, service disruption or productivity drops.

We were set up with Genesys Cloud CX to professionally white label our services and achieve all the system enhancements we wanted, like multilingual 24/7 support, queue busters and back-office integrations.”

“With DigitalWell’s solution, connectivity issues are becoming a thing of the past. Even when issues flare up, these are easily remedied with minimal downtime. We had been seeing a heightened demand for quality connectivity based on both customer expectation and increases in the number of connected services. Customers can now enjoy an improved experience in our stores, with fast, seamless payments and reliable Wi-Fi, while staff also benefit from improved access to the company’s cloud resources.

We are confident this system will meet our business needs as they continue to evolve. It will support our exciting plans for the next chapter in our increasingly digital business.”