At a glance
Biffa: Biffa has over a century of experience in handling waste and recycling, and is trusted by 96,000 UK customers to manage their business waste.
The issue: As the business evolved and grew through acquisition, the contact centre required updating and future-proofing to improve customer communications.
The project: Maintel and Biffa agreed a cloud-first approach and migrated the contact centre to an all-in-one omni-channel solution that improves both customer and agent experience.
The outcome: Biffa’s cutting-edge digital contact centre will deliver outstanding customer experience, revolutionary reporting and agent empowerment, ensuring the business is fit for the future.