Gloucester City Homes

Gloucester City Homes needed a more effective solution to improve manageability and visibility of their contact center performance while adapting to remote work.

Business problem:

Gloucester City Homes were left with a solve that did not allow them to take full advantage of the modern Microsoft solution. Working from home had led to shortcomings in manageability and reduced visibility of contact center performance.

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Business solution:

AnywhereNow delivered key improvements whilst operating alongside Gloucester City Homes’ Microsoft 365 strategy. The adoption of Teams and a development program centered on MS Dynamics365 replacing legacy business applications led to an increase of skills-based routing for Contact Center Agents. Clear and informative insights into agent activity assisted in managing and driving service delivery and efficiency. Significant time was saved using the AnywhereNow WebAgent application within Dynamics, providing a single pane of glass to all agents.

With the help of AnywhereNow, GCH saved up to 50 seconds on every interaction.

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Customer stories

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