It’s always a delight to talk about happy clients. Especially when they, and their customers, realise high-value outcomes through implementing leading contact centre technology.
When a customer like LANtech, a leading managed services provider with 80+ staff, talks about signing up a 1,000 seat, high-profile New Zealand-wide customer on the strength of their decision to adopt Amazon Connect as their contact centre solution, you’ve got to smile. Or better still, high five.
LANtech made the wise decision to walk away from an outdated, unstable, on-premises legacy platform with unreliable reporting and limited functionality, which challenged their capability to provide great service.
They were determined to raise the bar on their customer experience, and gain better visibility of agent-caller interactions, inbound call numbers, first call resolutions and call-back rates. Seamless integration with internal systems was also top of their wish list, along with more flexible pricing and better business continuity.
So, they called us in.
“Digital Island demo’d Amazon Connect for us, and it ticked all our boxes,” says Hayden McKee, LANtech CEO. “We were highly impressed with the phenomenal functionality that they’d added, as well as Amazon Connect’s native omnichannel features. In addition, we were sold on the chatbot and artificial intelligence, and the potential it gave us to reduce call volumes or redirect calls with more precision. With these capabilities, we could double the number of customers we support without doubling our agent headcount.”
LANtech agents can now see customers’ names and details (including call history and current ticket) for each incoming call. As demand changes, the business can switch on features and manage agents internally. And LANtech loves the real-time and historical reporting and the live feedback through the customer sentiment feature. In addition, the AI functionality offers on-the-spot answers to help agents resolve calls more quickly.
We’re always happy to tick the boxes and then go ahead and deliver more than expected. And our customers agree. “Digital Island has delivered a leading-edge system that will evolve with us and deliver a fantastic experience for our customers,” says Hayden.