Thirteen countries across the Caribbean will soon benefit from improved customer service, following a new deal by one of the region’s leading operators. LIME, the Caribbean division of Cable & Wireless Communications PLC, has engaged UK based self-service specialist VoxGen to support the transformation of its customer service operations.
The solution will automate the 130 million calls made every year by customers wanting to top-up their phone or check the balance of their prepay phone. Millions of customers in the Caribbean will be provided with a multi-channel, self-service experience. 60% of he remaining 20 million general customer service enquiries will also be automated, reducing the number of calls handled by agents by 15%.
VoxGen is contracted for five years to design, build and host the new service. The firm will continuously update the service, and also touts significant cost-savings for LIME in addition to gains in quality of service. The platforms are being hosted in existing LIME data centres, augmenting prior IT infrastructure.
Simon Loopuit, CEO at VoxGen said: “[the deal] will provide a strategic view of customer contact across multiple channels, products and countries and increase satisfaction and reduce the cost to serve.”