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) platform
A flexible foundation to support future service improvements and operational growth
