Leading gaming giant William Hill forms strategic partnership with Aspect Software to enable its vision for next generation customer experience within their contact centres.
With such a fast-paced sector and ever changing market William Hill looked for an industry leading strategic partner that understood the changing landscape in the digital space and the ever-changing needs of customers in today’s world.
William Hill is one of the biggest names in the gaming sector and has a rich history since its launch in 1934. The business now operates all over the globe with 16,000 employees, revenues of £1.7 billion in 2017 and a place on the FTSE 250 Index, William Hill is one of the most recognisable brands in the world of gambling.
The customer is a key part of the DNA at William Hill and further enhancing the tools and systems that help to support customers was a key element of its journey. Through joining forces with Aspect Software to implement a dedicated, cloud-based Customer Engagement platform – Aspect Via® – William Hill is transforming what it does today and planning for the future.
Aspect’s industry recognised platform that allows users the choice of best of breed customer engagement and workforce optimisation applications, gives William Hill the tools it needs to deliver a seamless and frictionless customer experience across all communication channels while enabling greater operational effectiveness.
William Hill prides itself on being a safe and responsible operator in each of the regulated markets it operates in and also ensuring every one of its customers is listened to. Combining Aspect Engagement Analytics with the Aspect Via® platform ensures that every one of its customer’s voices are heard.
Director of Customer Service Mark Pavlides at William Hill said:
“It wasn’t just about looking at what we do today it was all about tomorrow as well. Our business and industry moves at an incredible pace and ensuring we are ready for the future was key. Our business delivers industry leading products and services and therefore our tools we use to help and support every one of our customers had to match what we do across the whole of the business.”
“Through partnering with an industry leader like Aspect we are able to meet all the key challenges that we have today and the ability to add on new features and capabilities as required. The Aspect Customer Engagement Platform gives us the best of breed applications.”
Michael Harris, Chief Marketing Officer at Aspect, added:
“For a company like William Hill, speed and efficiency are of the essence at all times. By taking steps to move their WFM capabilities to a new, cloud-based solution, the business is able to manage customer interactions in a manner that is much more compatible with the challenges it faces. ”
“The projected annual saving following the implementation says it all: greater efficiency, better visibility of processes, a more fulfilled workforce and, most crucially, happier customers.”
Aspect helps enterprises break down the walls between people, processes, systems and data sources, empowering organisations to unite around the customer journey.
Our customer engagement centre offers native interaction management, workforce optimisation and self-service capabilities that drive dynamic, conversational interactions and create a truly frictionless omni-channel customer experience.
Leveraging all the benefits of the cloud and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.