New Customer Contact Centre Coming Soon!

We have some great news to share – we’re getting a new contact centre phone system!

Launching in March, we’re moving to a platform called CXone, provided by our partners at NICE, one of the country’s leading providers of contact centre software.

We’ve worked hard with our Customer Service team to review available products on the market, ensuring the new system meets all our requirements to deliver the best possible services. We’re really excited about the change CXone will bring to our customer contact centre.

What will the new system do?

• CXone is a modern solution that will make it easier for you to reach us via phone, email, webchat, social media, and now WhatsApp. With CXone, all these methods will be linked, so you’ll get consistent, joined-up feedback, no matter how you choose to contact us.
• Behind the scenes, it helps us with things like tracking of customer interactions, with all your data and contact information held in a single system. This makes it easier for our teams to collaborate and deal with your questions more efficiently.

What happens next?

Starting on Monday 24 February, our customer service advisors will begin training on the new system.

We’ll have some additional training on Wednesday 5 March.

During these training periods, you may experience slightly longer wait times when contacting our customer service team. We apologise for any inconvenience this may cause and appreciate your patience as we work to enhance our service. We’ll do our best to keep any disruption to a minimum as we remain on track to launch on CXone in March.