Overview
Join Stefan Singh, Product Manager for Digital and Workforce Solutions at National Grid, as he shares how the utility modernized its contact center technology to support life-critical customer calls, and closed a five-year technology gap in the process.
Learn how National Grid moved off a legacy system plagued by call-location and recording failures, built the foundation for AI-driven automated scoring, and went from being years behind on their tech stack to ahead of it, all while keeping frontline agents ready to handle true emergencies.
In this session, you'll hear:
- Why locating and reliably recording every call matters most when a call could be a gas emergency
- How NiCE was selected as the best fit coming out of a competitive RFP process
- What it means to lay a foundation today for AI-driven automated scoring on a five-year roadmap
- How a partner who acts on customer feedback closed a five-year technology gap in a matter of months
- Why internal tools for employees ultimately translate into a better experience for customers
Whether you're looking to modernize contact center infrastructure for mission-critical operations, or build a roadmap toward AI-driven quality management, this testimonial offers a candid look at what it takes to catch up and then get ahead.