Delivering smarter voice support with AI for Indenticare’s contact centre
Examine how this UK pet database provider enhanced customer interactions through advanced voice technology and AI-powered analytics.
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Identicare helps reunite lost pets with their owners through its UK-wide microchip database, supporting pet owners, veterinary practices and breeders with critical registration and update services.
Working with long-term technology partner Route 101, Identicare modernised its contact centre operations by replacing its legacy voice platform with Amazon Connect. The new cloud-based solution introduced advanced AI capabilities, improved visibility into customer interactions and provided a scalable foundation for future growth, while maintaining the organisation's existing Zendesk environment for digital channels.
Download the case study to see how this transformation delivered:
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A modern cloud-based voice platform with Amazon Connect
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AI-powered call transcription, sentiment analysis and conversation insights through Contact Lens
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Secure payment handling
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Greater visibility into customer interactions to support quality monitoring and coaching
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A scalable contact centre environment managed through Route 101 Experience Platform (REX) platform
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A flexible foundation to support future service improvements and operational growth
Company profile
Sector: FSI
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