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PVT Partners with GOCare and Dialpad for Enhanced Customer Experience

In a significant move to elevate its customer service capabilities, Peñasco Valley Telephone Cooperative (PVT) has joined forces with GOCare, a prominent SaaS provider specializing in digital customer experience solutions, along with Dialpad, a leader in AI-enhanced communications. This partnership is set to transform how PVT engages with its customers by replacing outdated systems with an integrated platform that emphasizes modernized customer satisfaction and operational efficiency.

For more than a century, PVT has served as a vital broadband provider in southeast New Mexico, prioritizing community and customer relations. The organization’s Chief Information Officer, Eugene McCord, stated, "PVT has always put people and community first. This philosophy has guided our decision to modernize our customer experience." This encapsulates PVT’s commitment to providing seamless and responsive service, which they believe is crucial in today’s fast-paced digital landscape.

The Transformation Journey

By consolidating digital communications through GOCare's advanced toolset, PVT is eliminating siloed workflows and enhancing staff productivity. The integration allows for a singular view across various communication channels—voice, SMS, web chat, and social media—leading to quicker response times and an overall better experience for both customers and employees.

The steps involved in PVT's modernization include:

1. Upgrading Communication Systems: The previous legacy on-premises phone setup has been replaced by Dialpad's cloud-based solution. This upgrade enables features like call recording and transcription, which are vital for enhancing agent support and customer interactions.
2. Integrating Digital Channels: PVT is unifying its customer communication by replacing antiquated SMS platforms with GOCare's integrated messaging service. This not only streamlines interactions but also provides crucial service insights through its integrations with NISC and Calix, increasing overall agent efficiency.
3. Enhanced Customer Feedback: GOCare Pulse surveys are being deployed, enabling PVT to automate customer feedback collection, allowing for data-driven improvements in service quality. This system improves continual listening to customer needs and preferences.
4. Robust Messaging Features: GOCare Messenger is set to replace limited texting capabilities, offering scalable and user-friendly messaging triggered by account events, thus keeping customers informed and engaged effectively.
5. Engagement Campaigns: With GOCare Reach, PVT plans to roll out new SMS marketing campaigns aimed at informing customers about promotions and service expansions, making full use of Calix Engagement Cloud’s tools and Actifai's AI-driven marketing solutions.

Benefits of Integration

This substantial upgrade brings multiple advantages to PVT's operating model. The amalgamation of voice and digital experiences fosters improved data visibility, facilitating proactive and personalized customer support. Matt Allen, RVP for Partner Sales at Dialpad, highlighted that broadband providers require flexibility and intelligence in their communication platforms, stating that the integration of Dialpad with GOCare significantly enhances operational efficiency and customer service quality.

With GOCare’s focus on broadband service providers, its platform has been explicitly designed to integrate with core operational systems such as contact centers, billing, and network systems. This specialization empowers PVT to better connect customer interactions with account and service data, ultimately leading to faster issue resolutions and robust insights.

Jason Smith, CTO of GOCare, remarked on the broader trend of broadband providers moving away from disjointed engagement tools towards fully integrated systems that enable more cohesive customer experiences. He praised PVT for staying true to its community-first values while simultaneously modernizing its service operations through this new technology.

As they navigate this new era of customer engagement, both PVT and its partners are poised to set a benchmark for quality in the broadband industry. GOCare and Dialpad’s integration not only positions PVT for sustainable growth but also aligns with their commitment to enhancing the quality of life in the communities they serve.

About the Companies

PVT

Founded in 1905 and headquartered in Artesia, New Mexico, PVT has a long-standing legacy as an internet service provider, operating across several counties and covering a vast area of 4,929 square miles. As a cooperative, its mission remains focused on enhancing community welfare through reliable and innovative internet services.

GOCare

GOCare stands out in the telecommunications field as a digital experience platform that plays a pivotal role in customer satisfaction for broadband service providers. Their steadfast commitment is reflected in their creatively designed SaaS solutions that seamlessly integrate with existing technologies, enhancing every aspect of the customer interaction journey.

Dialpad

Dialpad redefines communications with its AI-first platform that optimizes customer service and boosts sales efforts. Catering to notable companies including Nasdaq and T-Mobile, Dialpad specializes in creating intelligent business communication solutions designed for the modern workplace.

Through collaborative efforts aimed at innovation, PVT, GOCare, and Dialpad are setting new standards for customer engagement in the broadband industry, promising a future where customer expectations are not just met, but exceeded.