Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Wales & West Utilities look after the pipes that keep the gas flowing to heat homes, power businesses and keep the lights on for over 7.5m people in communities across Wales and South West England. Delivering such a vital service it’s imperative that the business provides 24-hour, 7-day-a-week, 365-days-a-year service.

Download the case study to discover:

  • How Route 101 helped its customer service team meet evolving omnichannel requirements
  • How Lifesize CxEngage and Key IVR were deployed to provide a single unified true omnichannel experience
  • The way new technologies were integrated seamlessly with incumbent technologies and realtime workforce management systems were introduced

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