Bethany, CT — LATICRETE International today announced the next evolution of its customer service experience, building on its reputation for excellence and service across every customer interaction. Through the implementation of Microsoft Contact Center, LATICRETE is redefining how customers engage with its Customer and Technical Services teams.
The new Contact Center, infused with AI, creates a true omnichannel experience. As a result, LATICRETE’s Customer and Technical Services teams have the full context of each customer’s history, reducing handoffs and eliminating the need for customers to repeat information as conversations move forward. This leads to more consistent, informed support from start to finish.
“This is about raising the bar on an experience our customers already trust,” said Giri Peddinti, Chief Information Officer of LATICRETE International. “We’re making it easier for customers to connect with us and easier for our teams to deliver the level of service LATICRETE is known for.”
LATICRETE partnered with JourneyTeam, a Microsoft solutions partner, to help design and implement the Contact Center to support both the company’s long‑term vision while reinforcing its customer‑first culture.
“LATICRETE approached this with a clear view of where they want to go as an organization,” said Biplab Mandal, Chief Operating Officer at JourneyTeam. “The Contact Center is not just a point solution. It’s a foundation that supports scale, consistency, and future innovation without disrupting how their teams already work.”
Peddiniti added a sincere thank you to Microsoft and JourneyTeam for their collaboration and support of this transformational change. “This is another milestone in building the connected enterprise of the future,” he said.
About LATICRETE
LATICRETE is a leading manufacturer of globally proven construction solutions for the building industry. LATICRETE offers a broad range of products and systems covering tile & stone installation systems; tile, stone & surface care; adhered facade & wall finish systems; and concrete & substrate preparation, including the high volume self-leveling SUPERCAP® System. For nearly 70 years, LATICRETE has been committed to research and development of innovative installation products, building a reputation for superior quality, industry-leading technology, performance, and customer service. LATICRETE methods, materials, and technology have been laboratory-tested and field-proven by R&D, design, and construction teams including architects, engineers, contractors, owners, and independent labs. Offering an array of low VOC and green features, LATICRETE® products contribute to LEED certification, exceed commercial/residential VOC building requirements, and are backed by the most comprehensive warranties in the industry.
About JourneyTeam
JourneyTeam is a Microsoft solutions partner with more than 30 years of experience helping organizations modernize how they work with Microsoft technologies. Our experienced team is devoted to driving success across Dynamics 365, Microsoft 365, AI and Copilot, Azure, modern data solutions – all leveraging Microsoft’s comprehensive security platform. We measure our success by creating lasting impact for every customer today, tomorrow, and well into the future.
