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Case Study: Radius Payment Solutions

Radius Payment Solutions employee

Transforming customer experience

Radius Payment Solutions is using Cisco Contact Center solutions to transform their customers’ call center experience.

Summary

Radius Payment Solutions employee working on a computer

Challenges

  • Different telephone systems across multiple offices
  • A need to improve internal communications for employees
  • A need to improve contact center experience for customers
  • Live call monitoring and coaching requirement in the contact center
Employee in call center speaking with customer

Results

  • Improved internal communications, with higher productivity and efficiency
  • Call abandonment rate reduced from 25% to below 10% in the contact center
  • Able to performance manage and develop contact center employees
  • Customer experience NPS scores improved from 48% to 80%
Bill Holmes portrait

What they're saying

"We wanted a global collaboration system to improve the experience for our customers and staff."

Bill Holmes, CEO, Radius Payment Solutions
Radius Payment Solutions employee at work

Who is Radius Payment Solutions?

Industry: Service Provider
Location: United Kingdom
Company Size: 1,000+ employees / presence in 20 countries