Advania Norway is a tech company that provides IT support, combining hardware, software, and cloud solutions, to private and public enterprises. With a team of 120 contact center agents and thousands of organizations trusting those professionals to deliver customized support, having a streamlined communication channel is essential.
The company-wide mission at Advania Norway is to put people at the heart of everything it does, and delivering an exceptional customer experience is not only central to daily operations but also a key driver of the company’s future-focused goals. Additionally, it’s a vital way for the company to differentiate itself from competitors, offering a people-centered approach to each task.
Outdated systems were creating roadblocks for Advania Norway, preventing the team from providing the level of customer support they aimed for. The team turned to Webex Contact Center for streamlined operations and communication, and here’s how it benefited all parties.
Outdated systems held back the customer experience
For years, Advania Norway operated on an outdated cloud-based contact center system. While it worked for a while, it lacked critical modern features such as AI capabilities, a ServiceNow integration, and flexibility for future use. This limited the company’s ability to deliver seamless customer experiences and didn’t support Apple computers.
Not only were systems not performing to the best of their abilities, but the Advania Norway team also struggled with inefficient call routing. In fact, the system incorrectly routed nearly 70% of incoming calls, requiring manual intervention and transfers. This mix-up led to customer dissatisfaction and increased workloads for the internal team.
Their prior platform’s rigid system made it difficult to customize reporting or integrate with third-party solutions, leaving critical data inaccessible. Without the proper insights to know what was working and what needed more attention, Advania Norway’s staff was stuck conducting guesswork, hoping that hypothesizing and making assumptions would enable them to provide comprehensive guidance for customers.
Lastly, the lack of future-proof features hindered the company’s ability to innovate and adopt emerging technologies like AI-driven tools or ServiceNow chatbots. Instead, the team had to play catch-up rather than proactively approaching digital transformation.
“We wanted something more modern, and with AI capabilities that could take us into the future,” said Torjus Carlsen-Kirkemo, Head of Customer Experience at Advania Norway, which is what they began looking for straight away.
The search for a modern solution
When Advania Norway decided to replace its legacy contact center system, the team didn’t just want a new platform—they wanted a strategic leap forward. The goal was to create a customer experience ecosystem that could evolve with their business and anticipate upcoming needs, rather than simply react to issues as they arise.
After evaluating two potential contact center platforms, the company chose Webex Contact Center. “Cisco stood out as the most forward-looking solution,” said Carlsen-Kirkemo.
The evolution process focused on three core priorities: AI innovation, deep integration capabilities, and long-term scalability. Advania Norway’s existing platform had critical shortcomings for a company that prides itself on efficiency and technical excellence.
“We knew we wanted to build something around AI from the start,” said Carlsen-Kirkemo. “Not just migrate what we already had.”
Beyond technical capabilities, the new system also needed to reflect the company’s human-focused culture. That means it had to enhance both the employee and customer experience. Webex Contact Center offered that balance through an intuitive interface, seamless collaboration across devices, and native integration with Microsoft Teams and ServiceNow.
“Webex Contact Center gave us a platform that we could grow with, not grow out of,” said Carlsen-Kirkemo. “It wasn’t just about solving today’s problems, but about preparing for the future.”
From legacy to leading-edge
The migration to Webex began in August 2024 and was successfully completed by December of that same year. The team implemented advanced AI-powered routing to ensure calls and chats were directed to the correct teams. This lowered the percentage of disconnected calls and helped customers talk to the right people quicker than before.
“We’ve saved two full-time positions just by not having to manually transfer calls anymore,” said Carlsen-Kirkemo.
Webex Contact Center easily works alongside ServiceNow and Microsoft Teams to create a unified, seamless experience for agents and customers. Plus, a collaboration with Butcher + Suter, a certified implementation partner, deployed a connection between ServiceNow chatbots and Webex that leverages the same routing techniques for voice calls.
To address gaps in data collection, Webex offers customizable reporting tools that give supervisors and leaders clear visibility into performance metrics and trends, enabling more strategic decision-making. This insight helps managers identify areas where agents may need additional support or training, ensuring the team can deliver faster and more effective customer guidance.
Since flexibility was key for creating a positive work environment, agents can now use their preferred computers, including Apple devices, which work seamlessly with Webex Contact Center.
Transformative impact across the organization
With this transition, customers and employees are happier, and complaints have significantly decreased due to faster issue resolution and easy routing. On top of happier teams, agents no longer need to log off for breaks or lunches, enhancing productivity. The ability to make internal calls directly in the platform and collaborate with stakeholders during live customer interactions accelerated problem resolution.
The Webex dashboard delivers managers with real-time feedback and data, which provides a clear view of team performance and call statistics, enabling better coaching and support. The platform also enables third-party integration with Torius, a Nordic vendor’s call center screens. Now, ServiceNow and Webex Contact Center metrics are displayed in one cohesive view alongside queue updates and critical cases, offering a comprehensive snapshot for agents and supervisors.
Innovation in progress: Building the future with AI
For Advania Norway, the launch of Webex Contact Center wasn’t the finish line. The company’s next phase focuses on using Webex AI Agent, AI Assistant, and automation to create even smarter, more seamless customer experiences. By integrating with AI Agent, Advania Norway will be able to deliver human-like conversations, easily design and deploy agents, and fully resolve customer issues like never before.
The company also plans to leverage meeting summaries and suggested responses within the AI Assistant to help staff resolve inquiries faster with less manual intervention. These enhancements will allow employees to focus more on customers and less on administrative tasks.
By combining digital developments and empathy, the company continues to redefine what it means to deliver technology with people at heart. Learn more about Webex solutions to see how they can help your company reach its goals.
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