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First Utility saved £2 million in annualised operational costs, won awards for their Customer Service and transformed the way they handled omnichannel contact by moving their contact centre to the cloud.

Unify Communications delivered:

  • a £2 million annualised operational saving
  • a 50% reduction in training time
  • a 20 second reduction in average handle time

Alongside Unify, First Utility embarked upon a project to improve the way they communicated with customers. Ultimately, their objectives were to simplify the agent interface and improve the customer experience with a flexible, scalable, omnichannel solution; fully integrated into existing systems and with strong reporting capabilities.

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