Inconcert and Verisure UK have been recognized with the Platinum Customer Experience Award 2025 for the Best IT Project in Hyper-personalization at the 16th edition of these awards, which were held in Madrid. This recognition consolidates the success of a technological partnership that has completely transformed Verisure UK’s customer acquisition strategy and sales experience in the United Kingdom and Ireland.
“We are extremely proud of this shared recognition. It reflects our joint work, where every challenge became an opportunity to improve the experience for Verisure UK’s customers. Hyper-personalization is no longer just a promise: it is a reality that we achieve every day with omnichannel contact center software like Inconnect,” said Miguel Noronha, Inconcert CSO.
A project designed to scale smartly and with personalization At the heart of the prize-winning project was the implementation of Inconnect, Inconcert’s omnichannel contact center platform, designed to operate at a large scale without sacrificing agility or personalization. Thanks to this solution, Verisure UK has surpassed 90% contactability, been able to increase interactions with potential customers five-fold and reduce customer acquisition cost by 5%, all while maintaining the highest CX quality standards.
Attempt to contact in less than one minute and personalization at scale
One of the keys of the project was designing smart, centralized operational flows. 95% of new leads receive a first attempt at contact in less than 60 seconds, which has accelerated the sales cycle and substantially improved the conversion rate.
Thanks to Inconnect’s advanced segmentation, automation and routing capabilities, the Verisure UK team can adapt campaigns in real time, integrating data from multiple sources and offering hyper-personalized experiences on all acquisition channels.
A technological partnership based on results
The project’s success is explained not only by the cutting-edge technology, but also by the strategic collaboration between the teams from the two companies.
This recognition demonstrates that it is possible to scale complex sales operations without losing the human touch or agility. With a strategy based on centralized, omnichannel management, smart automation and adaptable technology, the two companies have set a precedent for the future of the customer experience in highly competitive environments.
