CUSTOMER PROFILE
01 THE BEFORE
Disparate telephony tools
As Disney Streaming began to prepare for an expansion to more than 100 countries, the division was forced to quickly pivot to a remote set up at the start of the pandemic in 2020. Coupled with the fact that each of the division’s four digital streaming brands leveraged their own telephony tools, the Viewer Experience centers faced a lack of central control, standards and support. Growing the agent team to meet the needs of an expanding service line would be extremely difficult in this environment.
02 DESIRE TO CHANGE
Consolidating to a unified, centralized approach
Disney Streaming began searching for a platform that would enable all brands and regions to come together and efficiently support a 100% remote team. The solution would need to be scalable and able to improve efficiencies globally. Management at the Viewer Experience contact centers wanted insight into call volume trends to help with planning workforce utilization. Salesforce integration was also vital, as the streaming division aimed to grow the brands quickly and pivot based on customer needs. To ensure business continuity, regional leaders in Disney Streaming division required central, cloud-based control. Lastly, Disney required a partner with superior stability that minimized downtime; Disney’s brand is known for customer excellence, and that could not be compromised even with agents working from home.
03 THE SOLUTION
Powering expansion and efficiency
NICE CXone was selected as Disney Streaming’s platform of choice thanks to its ability to not only handle the complexities needed but also ensure service stability. All four brands and all global regions were consolidated onto NICE CXone. Previously, onboarding a new group of agents required a team to get everyone up to speed and in the system. With NICE CXone admin tools, a single team member at Disney Streaming is able to bring hundreds of agents online at one time. Tech downtime has been reduced to a negligible level, ensuring that customers have no issues getting through to the Viewer Experience contact centers when they call. Ryan Schweers, director of support and operations at Disney Streaming, said the division “hardly has to consider” downtime in forecasting calculations now.
“As we continue to expand our brands globally, NICE CXone telephony is one of the easiest aspects of each launch,” Schweers said. “They are there to support us all the way, and agent onboarding is very low-lift.”
Consolidating the entire team allows for centralized workforce planning, maximizing efficiency. NICE CXone also allows Disney Streaming’s teams to segment reporting by brand and location. With this improved data accessibility, the organization is able to make better, strategic decisions and adjust in real time. This includes making IVR and script changes when service issues arise, offering customers immediate guidance when they call in.
04 THE RESULTS
Boosting customer satisfaction
With 10,000 agents around the world, Disney Streaming was able to make an impressive business pivot and centralized business operations in a short period of time. NICE CXone provided support to the Viewer Experience contact centers through the pandemic and continues to guide strategy today.
“Our customer satisfaction from telephony contacts has continued to excel and improve,” Schweers said.
By cutting downtime, reducing the resources required for onboarding and enabling teams to make IVR changes within minutes, Disney Streaming was able to increase efficiency, giving agents more time to focus on what they do best: creating Disney Magic for customers.
05 THE FUTURE
Continuing to expand
Disney Streaming has no plans to slow expansion, which means the organization will continue to need to hire and onboard new contact center agents. With new and innovative projects and continued love for Disney’s entertainment archive, the company’s streaming platforms will continue to evolve—as will the Viewer Experience contact centers. NICE CXone offers an adaptable platform and an omnichannel system to support the organization wherever it’s headed next.
