Bennetts Migrates Contact Centre to Twilio

Solution chosen following competitive review of market-leading CX programmes 

1
Bennetts Migrates Contact Centre to Twilio
Contact CentreLatest News

Published: February 23, 2021

Carly Read

Motorcycle insurance company Bennetts announced it migrated its contact centre to a Twilio cloud-based contact centre platform. 

Bennetts shifted from legacy contact centre systems and Intercom web chat, to Twilio Flex, working with Twilio consulting partner Zing.  

The solution is fully integrated with Calabrio to bring all CX aspects together seamlessly. 

Ian Scrivens, head of IT development at Bennetts, said: “While our initial driver for this implementation was the Saga sale and moving off their systems, it presented a perfect opportunity to build a platform that was user-centric and built for flexibility and growth.  

“One of our core values is being able to ‘shape our own future’, so moving to Flex means we can continue to develop the platform and answer the needs of the business. Working with Zing, whose team was perfectly in tune with our way of thinking, meant that the migration was the fastest and smoothest I’ve been involved with.” 

Since the COVID-19 pandemic, Bennetts’ 100-plus contact centre team need to be able to work remotely, so Twilio Flex offers scalability and flexibility, and gives agents the tools they need at their fingertips to ensure a better customer experience.   

 

Customer Engagement PlatformUCaaS
Featured

Share This Post