Spark is New Zealand’s largest telecommunications and digital services company. It employs over 1,400 people in customer support roles across its contact center, virtual and retail channels in New Zealand and the Philippines. Across these locations, it handles tens of thousands of calls, messages and inquiries a day. Its team faces diverse service challenges daily, answering customers’ various needs and accessing many tools to reach the right solution in a timely manner.
Covering every angle in the cloud
Enabling all these interactions is the Spark customer service platform that was built on a mix of legacy technologies — including Genesys and Avaya on-premises systems. While the technology had gradually evolved to meet the changing needs of the business, it had become a limiting factor to take customer experience to the next level. Spark found that the complexity and economics of maintaining it were prohibitive.
With Spark operating a subsidiary, Skinny, and using an off-shore call center in Manila, the company needed a system capable of secure access that anyone could connect with from anywhere. The COVID-19 pandemic and the increasing norm of remote work further accelerated this growing need for instant connectivity. And with the different devices everyone used, it was clear that a secure and flexible cloud-based solution was needed.