-
Featured services
-
Services
View all services and productsLeverage our capabilities to accelerate your business transformation.
-
Services
Network Services
Popular Products
-
Private 5G
Our turnkey private 5G network enables custom-built solutions that are designed around unique use cases and strategies, and deployed, run and optimized through a full network-as-a-service model.
-
Managed Campus Networks
Our Managed Campus Networks services transform campus networks, corporate area networks and interconnected local area networks, and connect smart places and industries.
-
-
Services
Cloud and IT Infrastructure
Popular Products
-
Cloud Architecture and Modernization
Discover how to achieve your business goals through cloud modernization practices, that deliver improved agility, reusability and scalability.
-
Cloud Optimization
Discover how to maximize operational excellence, business continuity and financial sustainability through our cloud-advanced optimization services.
-
-
Services
Consulting
-
-
Services
Data and Artificial intelligence
-
Services
Technology Solutions
Client stories
-
Services
Global Data Centers
-
Services
Digital Collaboration and CX
-
Services
Application Services
-
Services
Sustainability Services
-
-
-
Insights
Recent Insights
-
The Future of Networking in 2025 and Beyond
-
Using the cloud to cut costs needs the right approach
When organizations focus on transformation, a move to the cloud can deliver cost savings – but they often need expert advice to help them along their journey
-
Make zero trust security work for your organization
Make zero trust security work for your organization across hybrid work environments.
-
-
-
-
-
Discover how we accelerate your business transformation
-
About us
CLIENT STORIES
-
Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
-
Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
-
-
CLIENT STORIES
-
Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
-
Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
-
-
CLIENT STORIES
-
Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
-
Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
-
-
- Careers
Florius goes digital to put mortgage customers first
Together with Florius, we’re creating exceptional customer experiences. As a financial services provider in the Netherlands, Florius understands just how stressful mortgage requests and renewals can be. Simplifying and digitizing the application process puts the reins back into their customers’ hands, while the smart use of technology means that an informed agent is always just a step away. An innovative, omnichannel contact center not only helps their customers, but improves employee satisfaction as well.
Why great customer experience begins with employees
We collaborated with Florius to create a bespoke digital transformation roadmap. Their employees were involved from the start of the project, as they believe their employees can offer rich insights into the pain points customers experience, and that bringing users in early contributes directly to a project’s success.
As they were already using an Avaya system, the solution would build on the familiar, while offering better tools from the newer platforms. We set out to deliver a solution that would offer an innovative, omnichannel customer experience. They needed the flexibility to support a broad range of customer preferences and the ability to view the customer journey holistically. The roadmap established these goals as central to the plan, adding the appropriate technology and implementation stages required to reach the goals. This offered greater personalization, efficiency and control, providing customers with a ground-breaking experience.
Which services?
Professional Services, Customer Experience Consulting Services, Omnichannel Application Integration, Managed Services
Which technologies?
Avaya Aura Contact Center, Avaya Breeze, Avaya Workforce Optimization, Microsoft Dynamics
Which partners?
Avaya
‘The customer journey is very important to us, and we believe every inbound contact moment with our customer is a moment of truth. Because of this we put our customer at the center in each contact.’, Head of the Advisory Team at Florius
How digital transformation sets the scene for improved customer experience
The most significant steps in the process involved upgrading Florius’ existing Avaya contact center and integrating it with their Microsoft Dynamics Customer Relationship Management system. This unlocked a world of insights, while the familiarity of the Avaya system meant employees weren’t tasked with learning a new system from scratch.
Managing the collaborative project, we coordinated input and involvement from vendors, and handled the relationship for them, so they could focus on what they do best.
Key to the project’s rapid turnaround time was the agility of Avaya Breeze, which supports their mission to innovate quickly with the use of pre-made, ready-to-use snap-in applications. The process involved in creating and integrating their own applications is also quick and easy, meaning they can offer a truly differentiated customer experience.
With forward-thinking employees on-board, the uptake of the new technologies was seamless, helping agents delight customers, and keeping them ahead of the curve.
What a digital, omnichannel process means for customers
Florius’ digital transformation project took a little over a year to implement and has seen some amazing changes in their customer experience.
When a customer calls in, they’re routed either to the agent they previously dealt with, or to an agent with similar knowledge. Along with real-time video chat and co-browsing functionality, this adds depth to the interaction, helping customers feel at ease. The agent is also provided with the customer’s information before the connection is made, giving them access to their full profile, which details exactly where the customer is in the process – the customer doesn’t need to explain anything.
The improvement in customer experience at Florius is clear when looking at their Net Promoter Score. In an industry where scores are typically negative, they’re clearly a market leader with a very positive score.
