Case Study: National Broadband Ireland scales customer support and maintains service continuity with Solgari

National Broadband Ireland scales customer support 4X with Solgari

National Broadband Ireland (NBI) needed a customer engagement platform to manage its interactions with end customers and stakeholders. Their challenge was to replace an outsourced contact center and gain the agility to instantly scale operations to handle peaks in demand, such as those caused by service interruptions during extreme weather. They turned to vendor Solgari for its Microsoft-certified application.

Solgari rapidly onboarded 40 agents onto its platform for Microsoft Teams in under seven days. The solution provided a native interface within NBI's existing Teams ecosystem, creating a single view of all customer interactions. This enabled NBI to successfully handle a quadrupling of inbound contacts during a storm with 100% service continuity, a feat its previous model could not achieve.

National Broadband Ireland