Case Study: Network Rail achieves seamless, faster customer support with Oracle Service Cloud (Oracle)

Oracle Service Cloud supports Network Rail Contact Center

Network Rail, the organization that owns and operates much of Britain’s railway infrastructure, needed to modernize its Contact Center to deliver faster, more seamless customer support and handle growing volumes of enquiries. The challenge was to provide an efficient, multi-channel service that let agents manage multiple requests without sacrificing quality or response times.

Network Rail implemented Oracle CX Service (Oracle Service Cloud), deploying intelligent online forms and live chat to streamline contact handling and route queries more effectively. As a result, agents can process multiple requests in a timely fashion, improving customer experience and operational efficiency.

Network Rail

Nicki Mayers

Communications Manager