How we work
Services
Industries
Our Work
How we work_Nav Banner_ 300x200
What we do
Solutions
Technologies
Technology Ecosystem
What we do_Nav Banner_ 300x400
Who we are
Who we are_Nav Banner_ 300x250
Insights
Who we are_Nav Banner_ 300x100
Who we are_Nav Banner_ 300x250
Talk To Us
Customer Support

Delivering smarter voice support with AI for Identicare's contact centre

Examine how this UK pet database provider enhanced customer interactions through advanced voice technology and AI-powered analytics.

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:

  • A modern cloud-based voice platform with Amazon Connect

  • AI-powered call transcription, sentiment analysis and conversation insights through Contact Lens

  • Secure payment handling

  • Greater visibility into customer interactions to support quality monitoring and coaching

  • A scalable contact centre environment managed through Route 101 Experience Platform (REX)

  • A flexible foundation to support future service improvements and operational growth

Company profile

Name: Identicare

Sector: FSI

Founded: 1989
 
Registered pets: 4+ million

Download form