Provident Insurance found itself at a crossroads with an ageing contact centre system, struggling with reliability, scalability, and system integration difficulties, hampering its ability to deliver seamless customer service. They required a reliable solution that could seamlessly integrate with its infrastructure and provide advanced support features to optimise customer service operations.

Solution:

Digital Island proposed an overhaul of Provident Insurance’s contact centre to future proof the system and equip the team for scale. The Digital Island experts recommended transition to a cloud-based contact centre solution which leveraged Amazon Connect and allows seamless integration with Provident Insurance’s existing systems. The solution aimed to modernise Provident Insurance’s operations, ensuring a scalable, reliable, and efficient system that could meet the demands of its growing business.

To enable a smooth transition, Digital Island delivered expert support and tailored strategies that significantly optimised Provident Insurance’s customer service operations. By providing comprehensive training, Digital Island ensured Provident Insurance’s team could fully leverage the capabilities of the new technologies and were on hand to trouble-shoot any teething issues throughout the process and train the team to do so on an ongoing basis.