Dixons Carphone Group adapts digital channels for COVID‑19 demand
Using Nuance Live and Async Assist and Nuance Virtual Assistant, Dixons Carphone Group (DCG) has the foundation in place to expand‑and enhance its digital support and service offering.
As COVID-19 lockdowns were put in place across the UK, hundreds of DCG’s physical stores were forced to close, creating a huge spike in sales across the company's phone and digital channels. With only 25 agents working in its live chat division, the service could easily have been overwhelmed.
“ We didn't have to worry about provisioning or onboarding too many people at once. We could just focus on building the best experience possible in complex circumstances. ”
Director of Contact Center Operations
Dixons Carphone Group