Lucency is a technology company headquartered in Lehi, Utah. Its cloud-based platform connects website data to the contact center, giving call center agents real-time customer context drawn from a customer's active website activity, interactive voice response (IVR) and intelligent virtual agent (IVA) contacts, and messaging applications. Part of the platform relies on dynamic rotating phone numbers and a telephony provider to link that website data with agents during live interactions.

Lucency's legacy telephony provider was failing on three counts: data velocity, reliability and visibility into the customer journey. The platform only works if it operates in real time, because agents need context while the customer is on the line. The legacy provider was not fast enough to relay telephony data back to Lucency in time to be useful.

Reliability was the second problem. Andrew Hill, COO of Lucency, explained that clients need close to zero downtime on their connections and fast fixes when something unavoidable does happen, and the legacy provider could not deliver that. Lucency decided it was time to move on.

The company also wanted more than a carrier. It was looking for a partner that could help it add artificial intelligence and automation, specifically IVRs and automated voice response (AVR), to reduce friction in those channels and hand human agents immediate visibility into the customer journey up to the point of contact.

After evaluating several options, Lucency selected IntelePeer and deployed its Communications Automation Platform (CAP). Hill explained that IntelePeer gave the company everything in one place: connectivity plus intelligent automation workflows. IntelePeer's bots, natural language processing and AI capabilities, connected to Lucency's services and APIs, let the company channel context data to and from customers' IVR and AVR applications, and the platform had the speed and reliability to relay telephony data back into Lucency's platform.

Lucency uses SmartFlows to design IVR and AVR workflows for its clients that capture context data. That data is transferred through IntelePeer's SIP trunking into the clients' telephony platforms. Lucency also uses IntelePeer's Insights to combine on-demand visibility into live telephone calls with marketing and context data, building the fullest possible picture of each client's customer.

Implementation was straightforward. Hill described the platform as intuitive to integrate into Lucency's product, with customer service and technical support available immediately whenever questions came up.

• No connectivity issues or late telephony data since deploying IntelePeer
• Average reduction of over 60 seconds in call handling times for Lucency's customers
• Conversion rate increase of 500 to 1,000 basis points for Lucency's customers
• Seamless integration; routing calls and updating the platform from IVRs and AVRs is highly intuitive
• New revenue streams, including self-service implementation capabilities built on IntelePeer's technology