As one of the UK’s leading financial services companies, Novuna serves over one million individuals and businesses. It offers a wide range of services to customers, including personal loans, vehicle solutions, business finance, business cash flow, consumer finance, and personal finance. The company is also a wholly owned subsidiary of Mitsubishi HC Capital Inc.—one of the world’s largest and most diversified financial groups.
Novuna has around 480 agents across three contact centers, handling about 200,000 calls per month. On top of those agents, there are about 1,600 employees on staff, making a streamlined solution for call ease and data collection absolutely imperative. This is especially true as customer needs and the financial landscape continue to shift—and Novuna strives to deliver top-tier customer experience, no matter what.
Lacking scalable solutions
Natalia Woloseckyj-Jones is Novuna’s IT Infrastructure Manager, making her one of the individuals in charge of ensuring the team has access to the most helpful and up-to-date technology to accomplish their roles.
“One thing that we strive for is providing excellent customer service to all of our customers,” said Woloseckyj-Jones. “That’s something that everybody at Novuna is exceptionally passionate about.”
The issue was that the team’s current solution wasn’t allowing them to deliver the level of service that they hoped to. At the time, Novuna was utilizing an on premise contact center solution. The team patched and upgraded that solution as much as possible, but eventually got to a point where it couldn’t go any further. That’s when the team determined that moving to the cloud was best.
In making this switch, Novuna was looking for a system that would enable it to scale its offerings, especially during the global health crisis in 2020. The team turned its attention to Webex Contact Center due to already being part of the Cisco family and the solution offering all services in a cloud-based environment.
“We wanted to understand and engage in more feature-rich applications and services and, therefore, decided to embark on our Webex journey,” said Woloseckyj-Jones.
Making the switch to Webex
In June 2021, Novuna started the cloud migration process to Webex Contact Center. This was a complex process because each of its divisions had separate requirements that needed to be fulfilled. Additionally, they had 500 scripts, and each script was manually migrated. The company used its own dashboard system—similar to Power BI, based on Oracle—which pulled in data via APIs. After 18 months, Webex Contact Center went live in January 2022 with the help of our team.
“There were a number of bumps in the road. However, working alongside our current provider and Cisco, we were able to overcome quite a number of them,” said Woloseckyj-Jones. “So, in the long run, it was very successful.”
In addition to integrating with Webex Contact Center, Novuna also started shifting its data centers to the cloud in December 2024. This move was part of a broader digital transformation strategy aimed at increasing agility, scalability, and resilience across the organization. By consolidating systems and streamlining infrastructure, Novuna positioned itself to respond more quickly to customer needs and regulatory changes, all while improving operational efficiency.
Unifying everything in the cloud
In the past, Novuna neglected data and its impact on operations. Now that it’s partnered with Webex, team members have all the details they need right at their fingertips.
“Webex Contact Center gives our agents all the information they need, from understanding the number of calls that are coming in to how well they’re doing on a day-to-day basis,” said Woloseckyj-Jones. “Alongside the agents, our supervisors can see real-time analytics, understand the trends of the day, and have adequate resources. Ultimately, they can have all that on a single pane of glass.”
With added data access and streamlined processes, agents and supervisors have seen increased productivity. Improved call flow keeps them on track and in control of their time, so they can accomplish more in the same amount of time as before. On top of that, they’ve also experienced less call abandonment, going from 3% to only 1%.
Additionally, Webex Contact Center has streamlined licensing. With this new structured, subscription-based license model, there’s less complexity and more ease of use. And with everything stored in the cloud, it has reduced the need for hardware maintenance.
Now, team members don’t have to look after any physical aspects of the data center—all information is securely stored where only authorized users can access it. This improved privacy reduces stress about data management and relieves Novuna of that responsibility, as Webex Control Hub handles PCI and GDPR compliance—especially when it comes to call recording.
“Webex Control Hub has significantly relieved some of our security requirements as a financial organization,” said Woloseckyj-Jones. “Having that lifted by Webex itself has been pivotal to stopping some of the operational issues we may have had before.”
Ensuring growth for years to come
Webex has changed how Novuna’s team operates, enabling them to adopt new technologies and features now and in the future, namely AI voice capabilities, and call summaries.
“Webex Contact Center has greatly enabled some of our voice capabilities within the organization,” said Woloseckyj-Jones. “My team, in particular, has embraced learning the new technologies, having the ability to get themselves involved in some of the new features.”
This partnership will continue to make new opportunities available as new Cisco AI Assistant features become available, and Webex will be there every step of the way, helping Novuna deliver top-tier customer experiences.
“Novuna has embraced Cisco throughout my career here, and, ultimately, we’ve built a very, very strong partnership,” said Woloseckyj-Jones. “But the biggest thing that I’ve felt personally is that we’ve built a good relationship where we’re providing feedback on the roadmap and we’re actually being heard.”
Ready to scale your own operations and boost customer satisfaction? Contact our team to discover how Webex Contact Center can help your organization.
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