5G-enabled Testing at our Innovation Hubs – Cadence

Cadence delivers an omni-channel solution with an integrated, structured, and consistent customer experience that enables clients to put customer satisfaction front and centre.

With over 40 years of leadership experience in the industry, Cadence are experts at onboarding new clients seamlessly and efficiently.

Based at the HALO Digital and Cyber Innovation Park in Kilmarnock, their mission is to be Scotland’s premier boutique outsourcer, creating long term partnerships that deliver an exceptional customer experience.

Cadence have been testing the difference which Private 5G can make to user experiences compared to business as usual. Testing took place at S5GConnect HALO Kilmarnock, our Ayrshire innovation hub.

We spoke to Cadence Co-founders & Managing Partners Malcolm MacLennan and John Dougan:

1. What are you testing at The Scotland 5G Centre (S5GC) hub?

The objective of this Use Case test is to determine whether there is a difference in user experience when comparing BAU (Business as Usual) activity versus activity over a Private 5G network.

Cadence BPO’s contact centre operatives use a multitude of platforms, to make calls via voice & video, manage customer data, record performance, and carry out standard online activities.

All applications and tools are web-based and therefore vulnerable to data connection outages and latency challenges.

Backup data connections cannot provide resilience beyond the exchange, nor can they provide an appropriate resolution to power outages.

Modern contact centre practices allow for battery powered laptops and battery powered cellular routers to bypass local power concerns, local connectivity issues and provide mobility.

Proving consistent and reliable connectivity alternatives is fundamental to customer confidence, business continuity and potential strategy decisions.

2. What did you achieve during testing?

During testing we measured the difference in User Experience when operating over a Private 5G cellular connection against regular fixed onsite data connection.

Disaster redirection / resilience is the ability to operate when standard environment changes occur. The test was successful – there was no noticeable difference in experience from those users using existing fixed wired business comms to the Private 5G network ensuring that customers wouldn’t be impacted if the systems failed or lagged.

3. Why are you using 5G to test your product/solution?

Disaster recovery resilience has been available using traditional comms in the past 10 years, however their design in nature results generally in 100% increase in costs to duplicate existing infrastructure. Simple cellular delivery for a temporary backup solution could be developed at a fraction of the cost. Coupled with the security aspects of Private 5G this would meet and exceed our ISO 9001/27001 and Cyber Essentials accreditation criteria.

4. What’s it like working at the S5GC hub?

The biggest advantage of working at the S5GC hub is that the Centre are well-connected so you get access to their wide range of innovation partners and a network of events that provide valuable insight into this leading-edge technology.

5. As the first tenants of HALO’S #rockme trading floor, what’s best about working within a co -working area?

The HALO is a state of the art, low carbon, sustainable facility located in the centre of Kilmarnock. The HALO #RockMe Trading floor sponsored by Barclays Eagle Labs is an ideal place for Cadence to grow, develop, collaborate and gain access to the best support to drive our business within the new economy.