Omni-channel customer engagement success stories

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.

Description

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.

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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.

Chris Stroud
Director of Contact Center Operations
Dixons Carphone Group

Learn how the Nuance digital customer engagement portfolio can help you deliver extraordinary experiences—and exceptional results.