Transforming the Customer Service Experience

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

Deal Direct

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 People

Deal Direct pride themselves on providing a great service to both their employees and customers. The intuitive Amazon Connect solution provides their staff with remote working capabilities to balance their time between the office and home working. The solution also provides for a great customer experience with optimal call routing.

This innovate solution has future proofed their support function and provides a great trade off between personal engagement and automated call flows taking advantage of the latest developments in VOIP telephony.

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

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