en.Wedoany.com Reported - Route 101 has completed a contact center upgrade for UK pet microchip database provider Identicare by deploying an AI cloud voice platform.
Identicare maintains a national database linking pet microchip numbers to owner contact information, supporting veterinary clinics, breeders, and pet owners in reuniting lost animals with their families. Its contact center plays a key role in handling inquiries ranging from updating owner information and pet registration to reporting lost or deceased animals, including sensitive cases.
Growing customer demand required Identicare to upgrade its legacy voice infrastructure, which lacked advanced AI analytics capabilities. The company sought a flexible, scalable solution to gain deeper insights into customer interactions and support long-term growth.
Building on an existing partnership, Route 101—which had previously enhanced Identicare's digital channel Zendesk environment—was tasked with upgrading its voice operations. Leveraging its understanding of Identicare's systems and customer journey, the company introduced Amazon Connect, a cloud solution based on Amazon Web Services.
The new solution enables Identicare to operate a flexible multi-platform environment, combining Amazon Connect for voice with its existing Zendesk setup. Route 101 designed and deployed the platform to replicate and enhance existing call flows, routing rules, and user access permissions, ensuring a seamless transition for agents and improved overall functionality. During deployment, secure payment capabilities were integrated via Sycurio, allowing customers to safely enter card information during calls without exposing sensitive data to agents. Route 101 also implemented a managed service model through the Route 101 Experience Platform, providing ongoing management, configuration, and optimization of the Amazon Connect environment.
Key upgrade features include AI-driven capabilities via Amazon Connect Contact Lens, such as automatic call transcription, sentiment analysis, and conversation analytics, enabling Identicare to gain deeper insights into customer interactions and achieve more effective quality monitoring and agent coaching.
Russell Attwood, CEO of Route 101, stated that the company has worked closely with Identicare for years, and this upgrade was a natural step in its transformation. Identicare now benefits from a more transparent, measurable, and adaptable contact center operation, ready for future growth. Michael Jamieson, Group Director of Customer Care and Contact Center at Identicare, noted that voice remains a critical channel for the organization, with interactions often urgent and sensitive. The new solution supports both operational efficiency and high-quality customer care, enabling Identicare to maintain the high standards required to support pet owners and animal care professionals across the UK.
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