Unify has chosen to partner with MK Dons, a League One English football club close to its UK headquarters in Milton Keynes. The partnership will support the Club’s focus on improving customer satisfaction and will help it to further engage with its fans as well as deliver the agility and scalability to provide excellent customer service during match days.
Under the twelve month agreement, Unify will deliver OpenScape Cloud Contact Centre to MK Dons. The technology will enable the Club to provide integrated Interactive Voice Response (IVR) front end and self-service options to all fans calling in about tickets, match days and networking engagements. Unify’s OpenScape Cloud Contact Centre will further help MK Dons to transform the delivery of match day support to its fans as it optimises operational processes to help agents deal with increased call volumes.
Connectivity will be provided by Genius Networks, a provider of global network services. Based on a core MPLS network, SIP-enabled with direct connection to best of breed carriers, the Genius infrastructure manages latency from strategically located hubs ensuring QoS for delivery of voice and cloud applications.
MK Dons Corporate Partnerships Manager, Daniel Cole comments: “From the outset of our conversations with Unify, it was clear that both our organisations share a passion for delivering excellent customer service through collaboration and communication. Unify’s OpenScape Cloud Contact Centre will provide MK Dons with the ability to engage with our fans, and truly give something back to them in the form of excellent customer service – something that we are very excited about.
Trevor Connell, General Manager of East and West Region at Unify adds: “Unify’s OpenScape Cloud Contact Centre is perfectly positioned to help MK Dons deliver excellence in customer service to its fans. This is especially true for match days, when MK Dons requires a communication solution that is able to scale to help cope with the demands of increased call volumes – something that the SaaS based Unify product does with ease.
“We are delighted to commit to this new and exciting, mutually beneficial, partnership with MK Dons. This partnership helps us to prove our commitment to the local community, which we have been a successful commercial part of since 1990. By supporting MK Dons, not only will the Club benefit, but Unify is able to let local businesses and MK Dons fans know that it is in Milton Keynes, what it does, how well it does it. But perhaps the best part about our partnership, is that many of our own employees, especially those who live around the city, are avid MK Dons supporters, and this is just another way for us to show our support to them.”