Lucency is a technology company headquartered in Lehi, Utah. Its cloud-based platform turbocharges businesses’ Customer Experience (CX) capabilities by connecting website data to the contact center. The Lucency platform delivers call center agents with real-time customer context data derived from the customers’ active website activity, Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA) contacts, and customer messaging applications.
The first issue was around data velocity. Lucency’s platform must operate in real-time to be of use to call center agents engaged in a live customer interaction. The company’s legacy provider was simply not fast enough, proving unable to relay telephony data back to the Lucency platform in sufficient time.
The second issue was reliability. Andrew Hill, COO of Lucency, explains: “Our clients need to know that there’s going to be close to zero downtime on their connections, and that if there’s an unavoidable issue it will be fixed quickly. We were unable to achieve that with our legacy provider and we realized that the time had come to move on.”
While looking to change telephony providers, Lucency was also seeking a company that could help it leverage additional artificial intelligence (AI) and automation technologies. “Specifically, we wanted a partner that could help us augment our connections with IVRs and AVRs [Automated Voice Response],” says Hill. “We were looking to reduce friction in these channels and, when required, to provide human agents with immediate visibility into the customer journey up to the point of contact. After all, understanding what a customer has just been through is key to delivering a great experience