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 every one of its customers' voices are heard.
Mark Pavlides, Director of Customer Service 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.”
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Aspect is on a mission to simplify and improve customer engagement. Our enterprise software is used by millions of agents every year and supports billions of consumer interactions around the world. Our best-of-breed contact centre and workforce optimisation applications help companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable solutions for self-service and live interaction management and workforce optimisation are available on-premises or in any hosted, private or public cloud environment. For more information, visit http://www.aspect.com/uk.
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