what we do

Digital DX

AI-enabled CX optimisation: people, analytics and automation in one customer operation.

AI-enabled customer service that lowers cost-to-serve and protects experience

ATM Group’s Digital DX is an AI-enabled CX optimisation service for mid-market and enterprise businesses in the UK and Europe. We combine trained advisors with agent assist, speech and text analytics, automated quality assurance through our ATM One platform, and automation such as virtual agents and messaging bots, used only where they improve the outcome. The goal is a lower cost-to-serve with better resolution, quality and customer satisfaction, run as one accountable operation from our delivery centres in the UK, the Netherlands and South Africa. On a digital-first transformation for an entertainment brand, first-contact resolution reached 81% and NPS rose from 40 to 66.

What does Digital DX cover?

Six capabilities, applied inside the customer operation we run for you.

Agent Assist

Knowledge and next-best-action prompts inside the conversation, so advisors resolve more on the first contact.

Speech and text analytics

Every interaction analysed to show why customers call, complain or leave.

Automated QA with ATM One

Quality checked across every contact rather than a small sample, with coaching built on the results.

Virtual agents and bots

Simple, repeatable requests handled by voice agents and messaging bots, with a person ready to step in.

Self-service and deflection

Portals, IVR and messaging journeys that take avoidable contact out of the queue.

Workflow optimisation

Routing, knowledge and journey fixes that remove the causes of repeat contact.

How can you reduce contact centre cost-to-serve without hurting customer experience?

Start with why customers contact you. Much of the cost in a contact centre sits in avoidable demand: a confusing bill, a missed update, a journey that sends people round in circles. Our analytics find those drivers, and the fixes go back to you as a change list. What remains is split by intent. Simple, repeatable requests go to self-service, messaging or a virtual agent; anything that needs judgement goes to a trained advisor with agent assist at their side. Delivery can be blended across our UK, Netherlands and South Africa sites to match cost to the work. Savings are reported next to first-contact resolution, repeat contact and customer satisfaction, so cost never falls because service got worse.

How do you introduce AI and automation into customer support without damaging CX?

Carefully, and with people in control. Automation starts with a small number of well-defined requests, is tested blind with people who don’t know they are talking to a machine, and is widened as the evidence comes in. We listen to real calls as well as reading transcripts, because a customer’s frustration is often audible before it shows in the data. In the early weeks an advisor can listen in and take over, and customers have a clear route to a person. This is how we built and launched a virtual-agent-assisted sales process for one of our largest clients within three months. Our CIO, Nigel Arkwright, has written about what that project taught us.

What is ATM One?

ATM One is ATM Group’s own interaction intelligence and automated QA platform. It sits across the customer operation and covers automated quality monitoring, conversation analytics, coaching insights, and routing and deflection support. Operations leaders get visibility and control, and advisors get coaching based on what actually happened in their conversations.

Who is Digital DX for?

CIOs, digital transformation leads and customer operations leaders who want measurable improvement from AI and automation, from a partner that also runs the frontline. It suits mid-market and enterprise businesses with high contact volumes and complex journeys, in sectors including telecoms, utilities and energy, retail and e-commerce, entertainment and subscriptions, travel and hospitality and healthcare. Digital DX also works alongside our sales and retention service and our multilingual contact centre.

How do you improve first-contact resolution, quality assurance and agent performance?

By measuring every contact and acting on what it shows. ATM One, our interaction intelligence platform, runs automated quality monitoring across interactions, calibrated with your team, so quality scores reflect the whole operation rather than a handful of sampled calls. Conversation analytics show where and why customers have to call back. That insight becomes coaching for individual advisors, knowledge and process fixes for the whole team, and journey changes for you. On a digital-first programme for an entertainment brand, a unified advisor desktop, a shared knowledge base and real-time reporting helped lift first-contact resolution to 81% (read the case study).

What does evidence-led CX optimisation look like in practice?

A repeating cycle: find the cause, change one thing, test it, then scale what works. On a migration and upgrade programme for a large telecoms provider, more than 100 trials were run to refine customer journeys, and churn fell by 15% across more than 250,000 migrations (read the case study). When an eye-care retailer’s outbound calls were missing about 45% of eligible customers, we added a WhatsApp journey with an AI-powered bot and a route to a human advisor; it engaged 4,800 customers and produced 950 completed bookings (read the case study).

Where it makes sense, engagements start as a pilot or “prove to move” programme with agreed KPIs, so the improvement is shown before anything is scaled.

What results has Digital DX delivered?

81%

First-contact resolution on a digital-first transformation for an entertainment brand, with NPS up from 40 to 66.

950

Completed bookings from customers phone outreach could not reach, through a WhatsApp journey with an AI-powered bot.

Under 4 Wks

For a full omnichannel move to the Five9 contact centre platform for the same entertainment brand.

3 months

To launch a virtual-agent-assisted sales process for one of our largest clients.

FAQs

What is AI-enabled CX optimisation?

It means using analytics, agent assist, automated quality assurance and automation to improve how a customer operation performs: lower cost-to-serve, faster resolution and better quality. At ATM Group it is delivered inside the operation we run for you, by trained people, so technology is applied where it helps customers rather than for its own sake.

Will automation replace our advisors?

No. Automation takes the simple, repeatable requests so advisors have time for the conversations that need judgement and care. In the early weeks of any virtual agent, a person can listen in and take over, and customers have a clear route to an advisor.

Can you work with the contact centre platform we already use?

Yes. We build on the platforms our clients have chosen, and where a move makes sense we can lead it: for one entertainment brand we completed a full omnichannel migration to Five9 in under four weeks.

How do you measure whether AI is working?

Against KPIs agreed at the start. Cost per contact and automation rates sit alongside first-contact resolution, repeat contact, quality scores and customer satisfaction, so a saving only counts if service holds or improves.

Can we start with a pilot?

Yes. Where appropriate we run pilots and “prove to move” programmes with a defined scope and agreed KPIs, so you see the improvement before committing to a larger engagement.

Where do you deliver from?

Across the UK (Leicester, Coventry and Stockport), the Netherlands (Sittard and Heerlen) and South Africa (Cape Town), with partner coverage in Turkey, and in 10+ languages where programmes need it.

Want to see where automation would pay off in your operation? Let's start a conversation.

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