Lyte Fiber is combining GOCare’s and Dialpad’s unified communications and contact centre technologies to improve employee experiences (EX) and customer experiences (CX).
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Describing itself as a software solutions provider for broadband and utility industries, GOCare has introduced various communication channels to the Texas-based fibre optic internet business, including two-way SMS, SMS chat, social media, and online chat within a single, unified platform.
Meanwhile, the cloud-based voice-over-IP platform, Dialpad, increases omnichannel capabilities with its AI-powered voice communications.
Carter Old, CEO of Lyte Fiber, explains why it chose to partner with GOCare and Dialpad: "Lyte Fiber brings Gig speeds to underserved broadband communities with superior customer experience and service quality.
"Our goal is to ensure that connecting with us is as simple and convenient as possible.
“By partnering with GOCare and Dialpad, we can engage with our customers on their preferred communication channels while equipping our local staff with innovative tools to provide an exceptional experience."
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Besides its communication channels, GOCare was also chosen because of its flexible integration capabilities, making it easy to connect into Lyte Fiber’s ecosystem, such as COS System Business Engine for billing and subscriber management.
This enables a single pane of glass for support staff at Lyte Fiber and results in quicker resolution times, plus greater operational efficiency.
On its website, GOCare points to the results of its solutions for broadband, which include 20 percent more profitable growth, more than 70 percent fewer missed appointments, a decrease in 30 percent to 50 percent in inbound calls, and 40 percent of customers paying within 24 hours.
Mike Roddy, CEO of GOCare, believes its integrated solution can enhance customer experiences: "Lyte Fiber launched a next-generation fibre network backed by a commitment of unparalleled customer service to its subscribers.
"Our tailored digital experience solutions combined with our broadband operator expertise helps Lyte Fiber earn and maintain the trust of its growing customer base."
