We spent time with our client understanding their challenges so we could document their requirements.
Then we presented our proposal of Amazon Connect as a soft phone within Salesforce Service Cloud.
Amazon Connect is a self-serve, on-demand, cloud-based contact centre service. Using the Amazon Connect CTI Adapter for Salesforce, we configured the integration with Salesforce to interrogate their contact records. We stored call recordings in Amazon’s Cloud.
We created contact flows to guide the caller through Interactive Voice Response (IVR) options and route calls to the right people.
BrightGen and Alscient have been working together successfully for more than 10 years and have completed hundreds of successful projects together.
We built a cloud-based, cost-effective solution, within budget and on time. The new solution has all the new features our client needed, such as agent call recordings with easy access, skills-based routing, caller ID with previous history presented, and much more.
So, our client got the solution they needed and can now provide a better support service to their clients.
And for us; another successful project delivered and most importantly, another happy client.