Challenge:
LANtech’s legacy on-premise contact centre solution made providing great service harder, not easier. The contact centre reporting was costly and not delivering the level of analytics required. Additionally the system was unable to integrate with their CRM which caused duplication of info and an increased call handling time for the end customer.
To get API/SQL reporting and access, came at a significant licensing cost which led to minimal to no reporting. No integration with their CRM so the agent’s view of incoming calls was just a number, prolonging the Average Handling Time (AHT) which is a key contact centre metric.
Solution:
Delivering an omni-channel contact centre experience to provide fast, secure, high quality, and more personalised customer service at a lower cost.
McKee says they fell in love with Amazon Connect, an omnichannel cloud contact centre. “Digital Island demo’d Amazon Connect for us, and it ticked all the boxes. We were highly impressed with the phenomenal functionality that they’d added, as well as it’s native omnichannel features”.
Established in 1986, LANtech is one of New Zealand’s original IT support providers. From a start building PC systems, they soon expanded to provide and support network systems and solutions. Now, some 35 years later, they’re a leading provider of managed services, with more than 80 staff and a passion for fantastic customer service.