Mobile network operator T-Mobile UK is using Omnivex software within its call centres in the United Kingdom.
T-Mobile UK, along with Orange UK, is part of Everything Everywhere Limited, which serves almost 28 million people and is the UK’s largest mobile communications company. T-Mobile was looking for a solution to help communicate a wide range of information in varied formats to its customer support staff in its call centres. As well, the company wanted to use digital signage to improve the working environment for its customer support staff as a whole.
Omnivex software was selected to manage the digital signage system, which consists of 33 large format digital displays within each of the three call centre locations. The system displays the current RAG (red, amber, green key performance indicators) status view of the call centre metrics in addition to other important information, providing real, actionable information to the staff.
Omnivex Certified Reseller proAV brought all aspects of the project together. "Omnivex software was able to display a varied format of data in a way that T-Mobile UK deemed key in its customer support staff providing the correct levels of customer satisfaction to its customers," said Dan Phillpot, video communication specialist at proAV.
Omnivex software provides T-Mobile UK with the ability to manage its digital signage system from one central location, reducing operating costs, and automates the process of displaying real-time call centre metrics by using data from each call centre, formatting the information and displaying it in real-time. Additionally, Omnivex software provides T-Mobile with the ability to incorporate a live television feed on certain screens within the call centre, post alerts and other messages all in real-time.