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LIME turns to VoxGen to enable self-service transformation

by david.nunes

Caribbean’s leading telecommunications company, LIME turns to VoxGen to enable self-service transformation

LIME, the Caribbean division of Cable & Wireless Communications PLC, has engaged self-service specialist, VoxGen, to support the transformation of its customer service operations across 13 countries.

Under the five year managed service contract, VoxGen is responsible for designing, building and hosting an entirely new multi-channel experience, which will be continuously updated and optimised to provide LIME’s customers with world-class self-service.

LIME is the Caribbean’s leading telecommunications company and aims to deliver the best service and the best communication solutions across the board – from landline to mobile and from broadband to TV and entertainment.

LIME currently receives over 150 million calls per year; the new solution will automate all the 130 million calls received from customers wanting to top-up or check the balance of their prepay phone. Furthermore, VoxGen will automate around 60% of the remaining 20 million general customer service enquiries, reducing the number of calls handled by agents by 15%.

Joan Whitehead, Regional Vice President of Service Assurance at LIME said: “As the Caribbean’s leading telecommunications company we promise our customers that we’ll deliver the best service and the best communication solutions across the board. VoxGen has the specialist skills and expertise to deliver a world-class system and we look forward to a prosperous working partnership.”

Through the segmentation of callers, improved call routing and increased levels of automation, the new solution will provide customers with a highly personalised experience. LIME will also see significant cost savings, enabling them to re-invest in future improvements.

Simon Loopuit, CEO at VoxGen said: “Our self-service solution offers a transformative leap to a world-class customer experience. It will provide a strategic view of customer contact across multiple channels, products and countries and increase satisfaction and reduce the cost to serve. It’s a winning solution for both LIME and its customers.”

VoxGen has deployed hosting platforms, within LIME’s own data centres in Jamaica and Barbados, to improve security and leverage existing IT infrastructure. The solution also provides a business intelligence dashboard that will give LIME rich data about customer behaviour and a wider view of service standards and delivery.

Throughout the design process VoxGen undertook extensive usability testing with real customers to ensure the new service experience met the demands of LIME’s different segments and regional markets. The first phase of the development has already been launched and has set the social media world buzzing in the Caribbean, with positive comments from LIME’s customers on Facebook, Twitter and Blackberry Messenger groups.


About VoxGen

VoxGen specialise in integrated, multichannel self-service. VoxGen enhances the customer experience by enabling people to self-serve quickly, easily and through the channel of their choice which, in turn, helps brands to build long lasting, profitable relationships.

Beyond its cutting edge technology and innovation, VoxGen’s solutions and managed services are founded upon a detailed understanding of the consumer. It passionately believes that only by getting under the skin of its clients’ customers is it possible to uncover the intricacies, insight and expectations will make the difference between a good experience and an exceptional one.

VoxGen’s unique blend of consumer knowledge, technical skills and design expertise is helping companies such as The Shop Direct Group, Allstate Insurance and Centrica to simultaneously cut costs and increase customer satisfaction.


About Cable & Wireless Communications

Cable & Wireless Communications is a global full-service communications business. We operate leading communications businesses through four regional units – the Caribbean, Panama, Macau and Monaco & Islands. Our services include mobile, broadband and domestic and international fixed line services in most of our markets as well as pay TV, data centre and hosting, carrier and managed service /social telecom (telecom enabled public services) solutions. Our operations are focused on providing our customers – consumers, businesses, governments – with world-class service. Serving the communities where we operate is at the heart of our approach, and we are committed to behaving in an ethical and socially responsible manner.


About LIME

LIME is the Caribbean’s leading telecommunications company, focused on building products and services that make Caribbean people’s lives better. LIME’s aim is to deliver the best communication services across the board, full stop. LIME is part of Cable & Wireless Communications, one of the world’s leading international communications companies. From standing at the centre of recovery efforts during times of national emergency to investing more than US$5million into major carnivals, which celebrate culture, music, dance and the Caribbean identity, LIME works tirelessly to make things better for Caribbean communities.



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