Optimising customer contact operations for Indigo Lighthouse using the latest Avaya Aura IQ reporting technology
Indigo Lighthouse Group's Customer Service Department and Contact Centre services clients and their customers across Europe.
The company is committed to driving adherence to best practice Customer Contact Association (CCA) standards, and sees its communications platform as a business-critical component of its customer services approach. In preparation for Indigo Lighthouse's move to new headquarters at 225 Bath Street in Glasgow, the company set out to update its core contact centre technology infrastructure.
Leading business outsourcing provider and multi-lingual customer services operator Indigo Lighthouse had seen its contact centre grow from 30 to 80 agents as the business expanded to provide services across Europe. At the same time, its Avaya ACD telephony platform – which had supported the company for some 11 years – needed replacing. Indigo Lighthouse was particularly keen to upgrade its analysis and reporting capabilities, and was looking for a next generation solution to replace its established Avaya ACD platform
Indigo Lighthouse's Customer Services team worked with the company's IT department to identify potential replacement contact centre platforms.
The decision came down to solutions from Avaya or Cisco, or to move forward with the adoption of a cloud-based approach.
After an in-depth assessment, Indigo Lighthouse selected contact centre systems integration specialist Sabio to implement an Avaya™ Aura Communication Manager-based solution, along with the powerful Avaya IQ contact centre reporting and analytics platform.
Sabio's Avaya IQ contact centre reporting and analytics platform is already playing an important part in simplifying customer
contact centre reporting for Indigo Lighthouse. It helps the company to deliver against its best practice customer service
commitments. Key benefits have included:
- Automation of previously manual reporting processes – saving at least two days per week for key team leader resource
- Providing outsource clients with added value reports based around real-time customer activities
- Zero downtime during transition and no customer service disruption