Overview
ATM Group was engaged to stabilise and modernise customer service for a leading entertainment brand during a time‑critical programme. We built a digital‑first, omnichannel operating model, enabled advisors with better tools and real‑time insight, and reduced friction for customers.
Later in 2023, ATM Group led a full CCaaS platform migration from a legacy solution to Five9, completing the transition in under four weeks.
Key results
- NPS improved from 40% to 66%.
- First Contact Resolution (FCR) improved to 81%.
- Lower contact volumes and Average Handling Time (AHT) through channel expansion, self‑service, and automation.
- Scaled through peak demand with an onshore/offshore delivery model.
At a glance
| Client | Leading entertainment brand (anonymous) |
| Industry | Entertainment & Media / subscription consumer services |
| Engagement start | June 2023 |
| Delivery footprint | UK (onshore) + South Africa (offshore delivery) |
| Channels | Live chat, messaging, email, and voice |
| Workstreams | Digital-first CX design; unified desktop & knowledge; integrations; self-service; CCaaS migration to Five9 |
| Core capabilities | Connected CX + Digital DX + ATM One enablement |
The challenge
The client needed fast operational stabilisation and a step‑change in customer experience. Peak demand periods, fragmented channels, and a legacy technology stack limited visibility and slowed frontline execution.
What success looked like
- Stabilise service delivery and protect experience during peak volumes.
- Create a digital‑first omnichannel model so customers can contact support via preferred channels.
- Enable faster, more consistent resolution with a unified desktop and knowledge base.
- Introduce self‑service and automation to reduce avoidable contact and time‑to‑resolution.
- Complete a CCaaS migration with minimal disruption and rapid time‑to‑value.
What ATM Group did
1) Mobilised quickly and stabilised performance
- Mobilised onshore/offshore customer advisors to restore service continuity and scalability.
- Established performance routines, QA and coaching cadence to improve consistency.
- Aligned priority journeys and peak-period operating rhythm (staffing, escalation, communications).
2) Built a digital-first omnichannel operation
- Expanded customer access via live chat, messaging, email and voice.
- Improved key journey moments to reduce friction at high‑volume intents.
- Delivered channel playbooks and training for consistent outcomes across channels.
3) Enabled advisors with better tools and real-time insight
- Deployed a unified desktop experience and knowledge base to accelerate competence and reduce time‑to‑resolution.
- Implemented real‑time reporting and operational insight to support better decisions (routing, resourcing, coaching).
- Strengthened hiring and onboarding to build a team aligned to the brand and service standards.
4) Connected systems to create a unified customer view
- Delivered API‑powered integrations to connect customer service with internal systems.
- Created continuity across channels so advisors could handle interactions with context and history.
- Applied change control to protect service continuity while improvements were released.
5) Expanded self-service and automation
- Introduced self‑service and automation options (e.g., enhanced IVR, chatbot, voice bot) for suitable intents.
- Used interaction insight to prioritise what to automate and what to keep human‑led.
6) Migrated CCaaS platform to Five9 in under four weeks
ATM Group led the technology migration programme from a legacy CCaaS solution to Five9, completing the full omnichannel transition in under four weeks.
Typical migration components delivered
- Post‑launch hypercare and iterative optimisation based on live data.
- Discovery and readiness assessment (journeys, integrations, reporting, compliance needs).
- Cutover planning and testing approach to minimise disruption.
- Agent training, knowledge updates and operational playbooks for Day‑1 readiness.
- Post‑launch hypercare and iterative optimisation based on live data.
Results
The programme combined operational discipline with practical technology improvements to reduce customer effort and improve outcomes.
| Outcome | Result |
| Net Promoter Score (NPS) | 40% → 66% |
| First Contact Resolution (FCR) | 81% |
| Delivery model | 85% of advisors offshore (South Africa) |
| Platform migration | Legacy CCaaS → Five9 in under four weeks |
Why ATM Group
- Speed with control: rapid mobilisation with governance, QA and change discipline.
- Operations + technology in one partner: channel expansion, self‑service and platform migration delivered alongside day‑to‑day performance.
- Evidence‑led improvement: interaction insight informs what to fix, what to automate and how to coach teams.
- Multi‑geo delivery options: onshore/offshore models designed around experience, cost and coverage.
Where this approach is a strong fit
- You need to stabilise service fast and prepare for peak demand.
- You want to shift to a digital‑first model (chat/messaging/self‑service) without harming CSAT.
- You are migrating CCaaS platforms and need operational support during transition.
- You need measurable improvements in quality and resolution—not just additional headcount.
Next step
If you’re planning a digital‑first transformation or CCaaS migration, ATM Group can help you stabilise performance, modernise journeys, and deliver measurable improvements.
ATM Group — Smarter tech. Real people. Better outcomes.
