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:
Deploy NiCE CXone Mpower, fully integrated with Microsoft Dynamics, so agents can access customer information instantly and log every interaction automatically.
Introduce smart call routing to connect customers to the right agent, reducing wait times and improving first-call resolution.
Consolidate social media management, unifying Facebook, Twitter, and LinkedIn into a single platform for faster, more consistent responses.
Implement Gamma SIP Trunk Call Manager to safeguard connectivity and ensure business continuity, even during technical issues.
Train agents to create custom reports, giving Ogi actionable insights to improve performance and customer outcomes.
