Location: Scandinavia, Europe
Industry: Contact center services
- Offering 24/7 contact center services to clients in a variety of public and private sector industries
- Handling over 40,000 customer engagements daily
- Aiming to provide personalized and custom service that goes beyond a simple phone call
- Ability to focus on superior customer experience thanks to minimal effort required for system maintenance and updates
- Flexible contact center architecture with open APIs and toolkits for 3rd party integration enable H1 to link customer-specific solutions directly to contact center
- Easy access to company-wide data for real-time statistics, monitoring, workforce management, financial follow-up, detailed data analysis, and forecasting
H1 Communication AB is a contact center services provider with approximately 280 employees in Sweden, Norway, and Estonia. Handling over 40,000 customer interactions each day, H1 operates 24 hours a day, seven days a week to deliver customer service, technical support, sales and retention, and switchboard services to its public and private sector clients.
H1 serves clients from a wide array of industries. It offers technical support to mobile carriers, product support for a number of technology companies, security services for the public sector (including government branches and hospitals), and switchboard services for all types of companies ranging in size. H1 also provides customer service outsourcing, uniquely tailoring its offering based on the needs of its clients. A prime example comes from H1’s work in the auto workshop industry, where customer service typically varies greatly from one independent shop to the next. To spare its clients’ end customers this common frustration, H1 centralized customer service within a team of trained mechanics at its Swedish offices. This specialized team can handle everything from basic customer service issues to scheduling repairs and sending out quotes – providing an informed, consistent customer experience, every time.
H1 recognizes that it serves as an important representation of each client’s brand. To truly go above and beyond baseline customer service, H1 required technology to support its goal of superior customer experience, no matter the industry.
In order to offer such high quality and customized service, H1 develops client-specific web applications that link directly to its Mitel contact center platform. For clients in the auto workshop industry, for example, this integration enables workshop employees themselves to update information directly where H1 agents will access it during a customer interaction. This way, agents always have a full historical view of each customer’s account, including details of what type of work has been done on their vehicle and which workshop provided past service. H1 agents and workshop employees can also communicate with one another to make sure agents have all the information they need to properly answer questions and quote the customer. By providing its agents with an instant connection to subject matter experts and up-to-date information, H1 ensures its clients’ customers receive the best service possible.
"MiContact Center Enterprise is easily adaptable to customer-specific solutions, which means we can deliver greater value to customers beyond the traditional KPIs, such as availability, service level agreements (SLA), and average handle time (AHT).” - Magnus Larsson, CIO
Larsson describes his contact center platform as “the backbone of our business that allows us to offer high availability and maintain low costs in our customer offerings.” In order to connect with customers through their preferred media, H1’s communications channels include phone, email, web chat, SMS, and social media – all streamlined through its contact center for consistency and quality.
H1’s key differentiator is its customer-specific solutions that provide enhanced services and superior customer experience. Larsson notes that the minimal time and effort required to maintain H1’s MiContact Center Enterprise system, as well as the system’s availability and stability, allow his team time to focus on developing these applications that deliver greater value to H1’s clients and its clients’ end customers.
Entirely SIP/IP-based, H1’s MiContact Center Enterprise implementation is hosted centrally in two different data centers. H1 also has its own data warehouse linked to MiContact Center Enterprise, providing easy access to company-wide data for real-time statistics, monitoring, workforce management, financial follow-up, detailed data analysis, and forecasting.
"H1 is now an important and integrated part of our customers' business that generates real business value by delivering a higher quality of customer service.” - Magnus Larsson, CIO