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.”
Dialpad’s Customer Communication Platform comprises a unified Contact Center solution with Dialpad Support and Dialpad Sell, as well as further communication support for employees via Dialpad Connect.
Dialpad Support is a cloud-based contact centre solution and support service with AI to improve onboarding and coaching, while also supporting customers.
Dialpad Sell is a cloud-based, AI-powered sales outreach solution that automates playbooks, provides in-call coaching, and helps teams perform better.
Dialpad Connect is an all-in-one customer communications platform with built-in AI that takes notes, offers insights, and raises team productivity levels.
According to GOCare, Dialpad’s solution will bolster customer experiences at Lyte Fiber through its Net Promoter Score (NPS) and customer satisfaction score (CSAT) metrics and insights dashboards.
Mike Kane, Senior Vice President of Global Partner Sales with Dialpad, summarises the employee and customer benefits of its combined communications offering with GOCare: “GOCare and Dialpad continue to deliver powerful customer care solutions for broadband service providers.
“This streamlined approach improves Lyte Fiber team efficiency while enabling a consistent and personalised customer experience across all channels.”
Lyte Fiber was founded in Houston, Texas, in 2023. The company offers the “fastest” and “most reliable” home and business fibre optic internet to the people and enterprises of Texas and beyond.
