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Transforming Contact Centre Operations with Lake Corporation

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Transforming Contact Centre Operations with Lake Corporation

We are excited to announce that Lake Corporation, recently appointed as an Approved Contractor on the LGP 115-2 contract panel and recognised as Implementation Partner of the Year by its partners, is making waves in the contact centre solutions industry. Renowned for providing the world’s leading software platforms, Lake Corporation excels in professional services, Cyber Security, AI, quality training, support, software development, and integration LGP-services

Lake’s Cloud Contact Centre solution Transforms Contact Centre Operations for Horizon Power

Horizon Power needed a robust, cloud-based, omni-channel contact centre solution to relocate operations from Melbourne to Broome, WA, and support regional communities. Partnering with Lake Corporation, Horizon Power implemented Lake’s recommended Cloud Contact Centre platform, CXone, from Nice Systems. Lake’s solution has facilitated seamless customer service across various channels, secure payment process (PCI compliance) facility and remote work flexibility.

The solution was deployed during the COVID-19 pandemic and subsequent restrictions, despite these challenges the deployment was completed on time. The results have been outstanding: a 33% reduction in call handling time, expanded capabilities beyond traditional contact centres, and enhanced support for community members regardless of agent location. Lake’s solution has empowered Horizon Power to continue providing exceptional service during crises, reinforcing its commitment to local and remote communities.

Since the initial deployment, the contact centre has been enhanced with AI enablement, outbound reach and other features to enhance overall customer experience.

Upcoming Webinar: “AI and Channel Preferences”

Lake Corporation is hosting a free webinar exclusively for councils, focusing on “AI and Channel Preferences.”

  • Date: Thursday, 20th June 2024
  • Time: 12pm – 1pm
Webinar Highlights:
  • Using AI in operations and understanding the ROI.
  • Customer preferences in communication channels.
  • Demand for self-service technology.
  • How contact reason influences channel choice.
Benefits for Participants:
  • Develop a comprehensive channel strategy – Build a customer centric culture
  • Create a technology roadmap – Optimise processes, information and services
  • Gain insights to distinguish AI myths from facts.
  • Q&A with industry experts.

Secure your spot in this informative session: REGISTER

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