Indigo Lighthouse took advantage of its move to larger headquarters in Bath Street, Glasgow to update its core contact centre technology infrastructure. Having considered alternative approaches, including a cloud-based approach, Indigo Lighthouse selected Sabio to implement an integrated customer contact solution based on Avaya Aura Communication Manager and Avaya IQ contact centre reporting and analytics platform.
“Delivering the highest quality service is an essential part of the Indigo Lighthouse philosophy, and we work hard to ensure that we take advantage of the right technology and industry best practices. So when we moved to our new headquarters we were determined to make the most of the opportunity by equipping our new customer services operation with a best practice contact centre technology solution,” commented Susan Steele, Indigo Lighthouse’s Customer Services Manager. “Given the increasing complexity of our mix of clients and our international expansion programme, we were particularly interested in refreshing our reporting approach so that we could deliver more value to the business.”
Using Avaya IQ reporting and analytics will help simplify reporting for the Indigo Lighthouse team, automating previously manual processes, and ensuring that the company can provide its outsource clients with added value reports based around real-time customer activities. According to Susan Steele: “as the first outsourcer to receive Customer Contact Association accreditation, we pride ourselves on our best practice approach, and we look forward to working with Sabio to unlock further value from our Avaya deployment.”
Customer contact is central to Indigo Lighthouse’s long-term success, and the company has created an award-winning multi-lingual contact centre that delivers a mix of contact services including inbound and outbound call handling, managing multiple customer contact channels such as e-mail, chat and Web, appointment booking, order processing, database management and customer feedback surveys including Net Promoter Score.
“We’re delighted that Indigo Lighthouse selected Sabio and our skills as an Avaya Connect Platinum partner for its important next generation contact centre technology project,” added Sabio’s Commercial Director, Andy Roberts. “In addition to the robustness of the Avaya Aura Communication Manager platform, our solution also uses the power of Avaya IQ to deliver insights into both customer and agent activity, and that will play a key role in helping Indigo Lighthouse to develop its position as a leading outsourced customer service provider across Europe.”