Community Fibre has chosen AWS to migrate its customer services implementing AWS technology to enhance consumer experiences. The firm is expanding its rapid rollout across London and South East England in a bid to reach 2.2 million homes and businesses with full-fiber broadband by the end of 2024.
In October 2022, the Internet service provider announced that it has signed a new finance facility of £985m to support its network expansion as Community Fibre builds, operates and owns its dedicated full-fiber network.
To support the build, the company is working with AWS to evolve its critical IT infrastructure services, such as its customer contact centre, marketing outreach and network analytics onto AWS, as well as using various AWS services to help scale and better serve its growing customer base. The move will allow the broadband provider to continue digitalizing both technically and financially, as well as engaging new partners using AWS Marketplace.
The company is also enhancing the customer experience by upgrading its existing contact center and migrating it to Amazon Connect, an easy-to-use omnichannel cloud contact center that is said to offer superior, low-cost customer service using ML. This enables Community Fibre to create more personalized experiences for customers and manage larger call volumes.
Joe Carroll, general manager of digital native businesses, EMEA, AWS, said: “We are committed to helping UK businesses to innovate and grow with the cloud. Community Fibre is an example of a digital innovator that is using cloud to transform the market it operates in and compete at scale with a great customer experience. We are excited to work alongside Community Fibre to use cloud to bring new services to market faster, enhance the customer experience and underpin its expansion.”
Chris Williams, chief information officer, Community Fibre, said: “Historically, we’ve held a fantastic relationship with Amazon Web Services across many functions, so we’re delighted to now be working with the cloud provider to help scale and grow our business. The use of Amazon Connect will continue to be central to Community Fibre’s IT strategy, helping to enhance the digital experiences we provide to our customers and vendors as we grow.”