Transforming the Customer Service Experience

Implementing an innovative customer engagement solution for a market leading mortgage broker.

The Challenge

Deal Direct Financial Solutions offer a free, no-obligation service that empowers people to find the best re-mortgage and protection products for their personal circumstances.

Deal Direct operate a busy call-centre that handles hundreds of inbound and outbound calls every day. They were struggling with their legacy phone system as it could not meet the growing demands of their business. They approached us to help them implement a new, secure, and scalable solution that would optimise their customer experience by:

– Improved call routing
– Handle missed calls via voicemail functionality, with notifications
– Reduce their call centre telephony operational costs
– Improve their reporting capability

The Solution

We proposed an Amazon Connect solution deployed using our bespoke ‘Amazon Connect Quick Start’ offer.
Our Amazon Connect delivery provided Deal Direct with:

• Intelligent IVR call routing that is easily configurable ensuring adaptability to changing demands
• An improved customer journey with intelligent IVR navigation
• Voicemail and Call Recording functionality
• Separate security profiles restricting access to Amazon Connect functionality
• Intuitive graphical contact flow builder
• Improved reporting
• High quality audio
• The ability to make changes in minutes

The Result

Our Amazon Connect implementation has resulted in:

– Improved customer experience with intelligent call routing
– Improvements in KPI performance and management reporting
– Telephony cost reduction
– The ability to scale, adapt and update real time to meet changing business demands

Related Case Studies

Primary ICT Support

Information Technology (IT First Line Support)

Leading Manufacturer of Consumer Goods

Service (Product Support)

Voice 21

Voice 21 – Project Case Study

No Case Studies found for current filters

Have a project you would like to talk with us about?

0113 8000 200 or