London, Hilversum, 29 June 2023 – NEC Enterprise Solutions has helped UK-based Zero Waste Group clean up its communications. The implementation of the UCaaS solution UNIVERGE BLUE CONNECT & ENGAGE improved the customer experience and internal communications of the eco-friendly disposal company, and in the process has increased its profitability by 33%.
With a mission to recycle and re-use as much waste as possible, Zero Waste Group have successfully diverted 92% of waste from landfill with over 50,000 customers. Efficient customer contact is key to its operations. “To make sure we maximise profitability, every call needs to be answered,” says Edward Cain, managing director at Zero Waste Group. “Until now we lacked intelligent call routing, reporting functionality and the flexibility for remote working. As a result, we missed a large number of calls with an average order value of £350 each. UNIVERGE BLUE by NEC is the perfect solution for companies like ours, as it provides us with visibility of the teams activity and live information to show the status of our agents, who love the intuitive application. All the routing is cleverly handled in the background so our staff can focus on their jobs and turn calls into sales.”
The company’s specific requirements included call routing, call handling, call coaching, call barging, listening to call recordings, and live and historical call statistics – including for all remote agents. NEC UNIVERGE BLUE is providing Zero Waste Group with all these features. More efficient communication has resulted in 33% more profitability, a 61% increase in team efficiency, and 16% less IT admin & costs. Furthermore, the eco-friendly disposal company now offers an improved customer experience, has eliminated missed calls and missed business through call back, call routing and analytics. Finally, it has improved its internal communications including remote workers via Instant Messaging.
IT solutions provider F One Technologies had implemented the NEC solution at Zero Waste Group. Cain is more than satisfied with the service. “F One has always been on hand to tweak our communication system so it meets our needs when we take on additional staff. They also provide pro-active insights into how we could better use features which enable us to work more efficiently,” says Cain. “Whenever we require support or assistance, F One have dealt with any issues in a professional manner and as a top priority.”
About NEC Corporation
NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential. For more information, visit NEC at http://www.nec.com
NEC is a registered trademark of NEC Corporation. All Rights Reserved. Other product or service marks mentioned herein are the trademarks of their respective owners. ©2023 NEC Corporation.
NEC Media Contacts
EMEA – Jim Eagers, NEC Enterprise Solutions, Jim.Eagers@EMEA.NEC.COM
Japan and Rest of World – Joseph Jasper, NEC Corporation, email@example.com
NEC Enterprise Solutions in EMEA on the Web
NEC information: www.nec-enterprise.com & www.univergeblue.com