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By harnessing EasyContactNow and ContactAPI, service desks can boost productivity and deliver a seamless customer experience

Fast improvements in productivity, analyst efficiency and interoperability win top honours for DXI and Sky

DXI, a leader and innovator in cloud contact centre solutions, and Sky, have won the Service Desk Institute (SDI) award for ‘Best Implementation of an ITSM Solution’. The award was presented to the DXI and Sky teams at the SDI gala dinner hosted at the Hilton Birmingham Metropole on 22 April.

The award was for the successful implementation of DXI’s EasyContactNow™ at Sky’s IT Service Desk. Part of Sky’s ‘Believe in Better’ philosophy, the deployment demonstrated within a very short period of time improved productivity, increased analyst efficiency and interoperability capabilities with existing systems . The intuitive EasyContactNow solution, which was introduced as a replacement for an on premise system, has enabled the service desk team of 30 to handle over 10,000 calls per month more efficiently, and deliver the high standard of support needed to meet the daily IT requirements of Sky’s 30,000 employees worldwide.

Luca Pepere, DXI CEO commented; “We are thrilled to have won this prestigious award. We have worked very hard in partnership with the Sky team to ensure that we provide a flexible and adaptable solution that meets their business requirements. Since the implementation on the service desk, Sky has deployed EasyContactNow in a number of departments with diverse requirements.”

Ian McKenzie, Sky IT Service Desk Manager , said; “We are delighted to see our hard work recognised with this SDI award. The decision to implement a new contact centre solution for the Service Desk was taken with some trepidation, however, it has paid dividends in terms of reducing our call response times and improving customer satisfaction.”

Sharon Maslyn, DXI Sales Director added; “This is a prime example of how customer facing departments within large organisations can benefit from the versatility of an integrated cloud contact solution. By harnessing EasyContactNow and ContactAPI, service desks can boost productivity and deliver a seamless customer experience with an integrated solution leveraging all the business systems and assets.”

EasyContactNow enables service departments of all shapes and sizes to provide a dynamic, reactive environment that responds to the ever changing needs of the business.

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NOTES TO EDITORS

About SDI

SDI is the leading professional body for everyone working in the IT service and support industry. The Institute has been connecting IT service professionals across the globe since 1988 and its annual SDI Conference is now recognised as the industry’s premier event and networking forum.
SDI sets the internationally recognised best practice standards for service desks and service desk professionals. It is these standards which form the basis for the SDI professional qualifications programme and the service desk certification programme.
For more information, please visit:SERVICE DESK INSTITUTE

About DXI

DXI is a leading innovator in cloud communication services. Its intuitive user web interfaces, open API for integration and its flexible pricing model offer the agility and flexibility to bridge the gap between traditional and new communication technologies and help businesses make the transition to a cloud based solution.

DXI flagship products include;

EasyContactNow™ – the next generation of cloud contact management solutions can be set up in minutes to provide immediate customer solutions.

ContactAPI™ – integrates business workflows to create sophisticated solutions across locations and providers.

Working globally, with a diverse range of customers from start-ups to large scale enterprises, the company is well placed to help organisations harness technology innovation to improve customer service.

For more information please visit: DXI
EASYCONTACTNOW

Editors Contacts:

Cathy McAuley
DXI
Tel: 020 3476 4840
Email:cathy.mcauley@dxi.eu

Andreina West
PR Artistry
Tel: 01491 639500
email: andreina@pra-ltd.co.uk

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