BrightGen has service management contracts with over 50 clients, 95 per cent of which have stayed with them since signing up. They wanted to improve the support service they provide to their clients, by accessing new features such as:
• Improved case resolution time.
• Scheduled call backs.
• Identify inbound callers and easily see previous interactions with their clients.
• Separate inbound service calls from other less important calls, such as cold callers.
• Easy access to agent call recordings.
• Direct calls based on skills or knowledge, to improve their first-time resolution rate.
Amazon Connect for Service Centre
Implementing Amazon Connect integrated to Salesforce for a premium customer service experience.
BrightGen are an award-winning, platinum Salesforce implementation partner and maintain a busy Service Centre for their customers across 2 offices and remote workers.