Route 101 supports Welsh broadband provider in creating a connected customer experience
Explore how Ogi transformed its contact centre operations with a unified cloud platform – delivering more personalised service, faster responses, and reliable communication.
Ogi is a broadband provider specialising in ultrafast fibre connectivity across Wales. Its contact centre team handles a wide range of enquiries, from technical support and installations to billing queries and outbound telesales. As demand increased, Ogi needed a modern solution to bring together voice, digital channels, and CRM data – while simplifying workflows and giving agents the tools to provide consistent, responsive support.
Download the case study to learn how Route 101 helped Ogi:
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Deploy NiCE CXone, fully integrated with Microsoft Dynamics, so agents can access customer information instantly and log every interaction automatically.
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Introduce smart call routing to connect customers to the right agent, reducing wait times and improving first-call resolution.
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Consolidate social media management, unifying Facebook, Twitter, and LinkedIn into a single platform for faster, more consistent responses.
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Implement Gamma SIP Trunk Call Manager to safeguard connectivity and ensure business continuity, even during technical issues.
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Train agents to create custom reports, giving Ogi actionable insights to improve performance and customer outcomes.
Company profile
Sector: Utilities
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