Case Study: Towers Watson achieves faster, more consistent customer service with Enghouse Interactive Contact Center: Enterprise

How Enghouse Interactive Helped Towers Watson Transform its Customer Experience Delivery

Towers Watson, a leading global pension administration supplier serving over five million scheme members with 1,500 associates, needed to move from a traditional administration model to a centralised contact centre that delivered ease of access and fast response times. After a competitive process they selected Enghouse Interactive’s Contact Center: Enterprise to fit within their Mitel-focused telephony environment and support multi-client, secure, personalised service delivery.

Enghouse Interactive’s Contact Center: Enterprise (deployed by reseller 4Sight Communications) was implemented across 50 seats, integrated with Towers Watson’s PBX and scheme administration system, and now supports voice and email with call recording, wrap-up codes, tiered routing and cross-site queueing. The solution gave Towers Watson centralised interaction management and rich MI to meet SLAs and drive decision-making, improved first-contact outcomes for pension scheme members, and the scalability to handle tens of thousands of calls (for example, 24,000 calls in Jan 2014) and onboard new clients—demonstrating measurable operational flexibility and better customer outcomes under Enghouse Interactive.

Towers Watson

Brendan Mooney

Operations Manager