Liberty Global taps Cisco for customer experience transformation

Liberty Global is working with Cisco on a project that is designed to transform the pay TV operator’s customer service experience across Europe, the Middle East and Africa.

With the move, Liberty said it will overhaul the technology that underpins its customer services in EMEA in a bid to provide the “best possible customer and employee experience.”

Liberty will adopt the Cisco Unified Contact Centre Enterprise system, allowing it to use interactive voice response features, intelligent routing and dialler capabilities.

The aim is for Liberty to simplify its contact centre operations, drive down operating costs by increasing employee productivity, and to ultimately improve its customer satisfaction ratings.

“Our customers’ experience of our brands is largely formed by the interaction that they have with our support services,” said Mel Longdon, Liberty Global’s vice president of customer experience operations.

“With contact centre agents in 12 different countries, we felt that we had reached a point where transformation was necessary in order to continue delivering the superior customer experience that has become synonymous with our brand.”

Cisco global service provider executive for EMEAR, Peter Karlstromer, said: “We were delighted to have been chosen by Liberty Global to support them in such a significant transformation of their customer service operations.”

Paolo Pescatore, vice-president of multiplay and media at CCS Insight added: “This is a huge deal for Cisco and we should not underestimate the sheer task that lies ahead in providing an unified solution given the fragmented nature of Liberty Global’s operations.”