Thursday, 29 June 2017

Nissan opts for Unify with new contact centre

Unify
Wednesday 17 June 15

Unify, and its accredited partner, Midland Telecom, have announced the implementation of Unify’s OpenScape Contact Centre, an on-premise contact centre solution, for Nissan Motor (GB) Limited. Replacing an antiquated Alcatel system, the new solution enables increased connectivity between disparate dealerships, customers, head office and the organisation’s contact centre. Nissan Motor (GB) Limited is a UK subsidiary of Nissan Europe, a Japanese multinational automobile manufacturer. Nissan prides itself on providing the best possible customer service and aftersales support to its extensive customer base…

Unify, and its accredited partner, Midland Telecom, have announced the implementation of Unify’s OpenScape Contact Centre, an on-premise contact centre solution, for Nissan Motor (GB) Limited. Replacing an antiquated Alcatel system, the new solution enables increased connectivity between disparate dealerships, customers, head office and the organisation’s contact centre.

Nissan Motor (GB) Limited is a UK subsidiary of Nissan Europe, a Japanese multinational automobile manufacturer. Nissan prides itself on providing the best possible customer service and aftersales support to its extensive customer base. As such, finding that the existing Alcatel system was no longer fit for purpose, Nissan soon recognised that its efficiency was being compromised due to a lack of visibility into how the contact centre was operating. After working with Midland Telecom in the past, Nissan was recommended the Unify OpenScape Contact Centre solution, a decision which was also supported by an in-house consultant. After considering a cloud solution, Nissan made the strategic decision to go with an on premise solution allowing full control over data and communication.

This implementation of Unify’s OpenScape Contact Centre enables Nissan to take greater control of its day-to-day operations, administration and configuration in the contact centre. The company can now use the platform to control agents’ processing times, coach them using its built-in tools, and report precisely on outcomes. This increased visibility of near real-time data also allows Nissan HQ to view active callers and those waiting in queues - which is critical to ensure performance and productivity of the contact centre team.

Unify’s OpenScape Contact Centre allows Nissan to function more effectively as an organisation. The contact centre deals with incoming calls regarding automotive problems, dealership locations and general enquiries. Unify’s technology allows these different call types to be handled and routed expertly. With the advanced features of Unify Contact Centre, calls can be routed with ease, ensuring callers get to speak to the right person at the right time. Each call is also tagged comprehensively, equipping agents to deal with enquiries in the fastest manner and with no lag between shift changes, helping deliver a consistently excellent service.

James Deacon, Customer Services Manager at Nissan Motor (GB) Limited comments: “The automotive sector is undergoing a period of massive change. Technology is accelerating the way we do business and customers are expecting faster rates of response to queries. At Nissan we have a history of adapting to meet customer needs and as a result we are constantly innovating. Midland Telecom and Unify have helped us in the most recent step of this journey enabling us to communicate in a clear and consistent manner.”

Ian Bullingham, Major Account Manager at Midland Telecom, adds: “We have had an existing relationship with Nissan’s largest dealership group in the UK, West Way Nissan, for some time. Following our work implementing a flexible, scalable and advanced communication system, Midland Telecom were tasked by Nissan to implement a system capable of improving operational efficiency and increase customer satisfaction. We believe that Unify’s OpenScape system delivers on all of Nissan’s requests and more. Midland Telecom continues to work closely with Nissan to provide maintenance, upgrades and support.”

Tony Smith, Sales Director, Indirect Channel, Unify, adds: “We are delighted that Nissan, one of the world’s leading car manufacturers, has chosen our OpenScape Contact Centre to run its call operations. The system will not only increase visibility of operations to key workers across the business, but it will also provide the flexibility and scalability to be expanded as Nissan’s business continues to grow. Midland Telecom are a trusted partner and a member of our new Partner Programme here in the UK. The Unify Partner Programme delivers real demonstrable bottom line value, along with clear differentiation for partners that invest in Unify as their vendor of choice.”

In addition to the infrastructure changes Midland Telecom has implemented, it will also be providing Nissan with ongoing support and maintenance services.


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