Lucency has selected IntelePeer’s omni-channel Atmosphere CPaaS solution to enhance its breakthrough digital-to-voice Software-as-a-Service (SaaS) technology that captures the context of a customer’s engagement journey.
With Atmosphere CPaaS, a powerful platform built to improve processes and solve business challenges, Lucency enables product managers, marketers and contact centre teams and agents to create customised experiences for each visitor while increasing profitability.
Lucency Co-founder and Chief Operating Officer Andrew Hill, said: “Prior to implementing IntelePeer’s CPaaS solution, our SaaS technology—which is carrier and telephony platform agnostic—lacked robust reporting and insight into billing.
“We tested several CPaaS solutions but none of them offered flexibility, ease of use, scalability or customer support. We needed a solution that was going to be reliable, scalable and easy for our telephony clients to use to determine their workflows, and eventually update themselves. IntelePeer checked all the boxes, particularly with its Atmosphere SmartFlows, which enabled us to build into our software invaluable, cost-saving omni-channel, communications-enabled workflows.”
A wide range of marketing and call center operations rely on Lucency technology to provide visibility into what a customer sees and experiences throughout the entire customer journey— from website to chat to phone—in real-time. This enables them to not only evaluate which marketing and customer journey data points are driving chats and phone calls but also which channels they use and how they experience each one, which is essential for improving communication strategies and engagement.
By integrating with IntelePeer’s Atmosphere CPaaS solution for contact centres and marketers, Lucency offers the additional tools and insight organisations need to make more informed decisions and improve engagements. Recognising that customers don’t want to be just another number, it allows for personalisation of each interaction based on past conversations and sentiment so that contact centres and marketers can show they care about their customers individually.
Jeremy Jones, Chief Commercial Officer at IntelePeer, added: “Conversation context along the customer journey is more important than ever for call centres and marketers whose main goal is to sell more products and provide better customer experience.
“Lucency is ahead of the technology curve, recognising where the gaps are and how to bridge them for its clients. We could not be more thrilled with the results that demonstrate the benefits of multi-channel analytics and smart work flows, which help Lucency clients reduce call handle times, improve customer satisfaction, and increase revenues across the whole organisation.”
Atmosphere CPaaS enables companies to engage with customers through voice, SMS and digital messaging, while providing AI-enabled automation and communications routing and on-demand analytics for actionable intelligence. For on-premises or hybrid contact centres, IntelePeer makes it easy to bring these features and more into existing platforms from vendors such as Lucency. Enterprises short on time or resources can also utilise IntelePeer’s Atmosphere Managed Solutions for ongoing integration and configuration support.
