Case study: Nexans Olex’s smooth 48-hour shift to a cloud-based contact centre

By Optus Enterprise

We’ve all learned a lot over the course of the last year, including the importance of everything from face masks to business continuity.

The second issue was front of mind for Optus Enterprise customer, Nexans Olex, at the start of the COVID-19 crisis when they moved their entire Australian contact centre operations off premise and into their employees' homes – over the space of just 48 hours.

We love sharing customer success stories at Optus, and this one shows how a can-do attitude, the right choice of solution and collaborative partners can deliver amazing results.

Read the full case study here.

As one of Australia’s leading power cable manufacturers, Nexans Olex knew that while employee safety was necessarily a priority, they also needed to keep the lines of communication open for their customers. They needed a quick solution, as their fixed telephony solution was clearly not going to cut it in the middle of a pandemic.

‘We were in a bind. When we first sent people home, they were connecting via the VPN, which was routed through China, and the voice quality was poor", said Peter Weir, IS Manager at Nexans Olex.

Optus Enterprise has partnered with Nexans Olex since 2005 and the team quickly facilitated a solution – Optus Cloud Contact, powered by industry-leading NICE inContact.

The deployment was the first of its kind in Australia and went seamlessly with no disruption to the business.

‘I was very impressed at how quickly Optus had the solution up and running and it made our life so much easier with regards to customers calling us. The investment was well worth it,’ said Weir.

Read the full case study, including key benefits of the solution for Nexans Olex here.

Find out more

To discuss how Optus can help you with innovative Contact Centre solutions, contact your Optus Account Manager or call the Optus Enterprise hotline on 1800 555 937.