Home furnishing retailer ScS have chosen SVL to upgrade its customer experience and contact centre services.

The retailer, which operates from 100 stores across the UK and employs over 1,700 staff, has chosen SVL to improve its omni-channel agent connectivity, quality management, workforce management, analytics, and outbound dialling capacity through CXOne.

Dan Bennett, Director of Customer Experience at ScS, said: “This is an ambitious project which is designed to create seamless experiences across multiple digital channels and will not only improve our processes but give us access to enhanced analytics, improve employee engagement and scale our operations in a way that can expand across other areas of our group.”

Anne Holmes, SVL’s Account Director, said: “ScS’s customer experience is going on a digital transformation journey that will seamlessly improve its already high-quality services. We are delighted to bring SVL’s wealth of experience to this project and deliver a global-leading product that will hugely enhance ScS’s Contact Centre services.”