626
Hoxton
Wealth
AI and ML Analytics, Data Centralisation, Contact Platform Optimisation
The challenge
What stood
in the way.
Hoxton Wealth provides bespoke financial advisory services for globally mobile professionals and high net worth clients. With expansion across multiple regions, the existing contact platform and analytics visibility were inconsistent, impacting customer engagement and operational efficiency.
Irregular customer contact rates across global regions and channels
Long agent wait times and inefficient queue management
Manual time zone allocation increased administration workload
Data fragmented across CRM, campaign and reporting tools
Limited visibility of agent performance, campaign data and contact conversion
The solution
How we
delivered.
We designed and deployed a full analytics architecture leveraging AI, ML and containerised systems to unify contact management and provide real time performance metrics.
01 / 06 features
Key features
Feature 01
01
Automated time zone management and contact routing logic for localised engagement
Delivery process
From discovery to go-live.
Step 1 of 6
Phase 01 of 06
01
Discovery phase analysing CRM integrations, SQL schema and existing queue flows
Up next · Redesign of data model and event streaming pipeline for
The results
What changed
after go-live.
The AI enabled analytics infrastructure improved engagement rates, reduced inefficiencies and provided Hoxton Wealth with transparent data-driven decision making.
Achievement 01
19% Increase in Contact Rate
Automated routing and AI informed scheduling improved regional contact success across time zones.
Achievement 02
29% Reduction in Agent Wait Time
Optimised queue algorithms and performance metrics reduced idle time and improved throughput.
Achievement 03
Operational Efficiency Gains
Reduced manual scheduling and administration through AI automation and unified workflows.
Achievement 04
Centralised SQL Data Warehouse
All interaction, campaign and agent performance metrics unified into one secure platform.
Achievement 05
Real Time Analytics with Docker
A containerised Apache PHP stack provided clear, scalable and secure access to live data metrics.
Keep exploring
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626
Your turn
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a rollout?
Talk to the Alveus team about your next contact centre project.