Amazon Connect for Service Centre

Implementing Amazon Connect integrated to Salesforce for a premium customer service experience.

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The Challenge

BrightGen are an award-winning, platinum Salesforce implementation partner and maintain a busy Service Centre for their customers across 2 offices and remote workers.

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.

The Solution

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.

The Result

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.

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