Nexans Olex’s smooth 48-hour shift to a cloud-based contact centre

A lot can be achieved in 48 hours – even at the start of a pandemic – as Nexans Olex discovered when they moved their entire Australian contact centre operations off premise and into their employees’ homes.

Within two days, Nexans Olex’s employees were up and running from home with tablets and headsets – all enabled virtually, meaning no-one had to risk going into an office.

Facilitated by Optus Enterprise, the deployment of the Optus Cloud Contact solution, powered by industry-leading NICE inContact, was the first of its kind in Australia.

With the onset of the pandemic, the key priority was employee safety, but Nexans Olex also recognised that business continuity was critical and that they would need to keep the lines of communication open for their customers and other stakeholders. The existing on-premise solution was clearly not going to cut it.

Delivering on duty of care and services

As one of Australia’s leading power cable manufacturers for over 75 years, Nexans Olex is a well-respected supplier to the building and construction, infrastructure, energy resources, renewable energy and electricity supply industries across Australia. They have been an Optus customer for voice, mobiles and Internet since 2005.

With over 300 employees and twenty contact centre agents across Australia (previously utilising a fixed telephony solution), it was imperative for Optus to deliver a cloud-based solution that met Nexans Olex’s requirements and budget.

Within one hour of presenting the cloud native solution, it was approved. The ensuing transition was efficient with minimal lag or business disruption. It was one less thing for the company and IT team to worry about at a time of great turmoil.

Following the User Acceptance Testing, all contact centre agents had full access to all the services, soft-phone client and audio recording pro, which allowed the team to balance employee safety while maintaining critical services to their customers.

Nexans Olex’s people find the solution simple and intuitive to use, and management also has remote access to analytics so they can keep track of calls and performance.

Key benefits of the solution for Nexans Olex included:

• Improved customer service with convenient voice and digital channel access
• Continuous performance improvements with KPI-rich reports and dashboards
• Ongoing success with expert services for turn up, education and advice 
• No upfront costs, implementation, software, support and training.
   

By partnering with Optus Enterprise, Nexans Olex can continue to support its customers and employees as the dynamics associated with COVID-19 continue to evolve.

So while employees in some states have returned to the office, the company is confident that should circumstances change, they are now equipped with a solution that will enable them to pivot quickly to full remote working again with no interruption to business continuity or customer service.

Find out more

To discuss how Optus can help you with innovative Contact Centre solutions, contact your Optus Account Manager or call the Optus Enterprise hotline on 1800 555 937.