Integrated CTI Into CRM

The Challenge

Interbridge Mortgages is an innovative second charge mortgage lender launching soon in England, Scotland and Wales. To support their growth plans they were looking to provide an integration of Amazon Connect with Salesforce to provide a better level of customer service.

Interbridge Mortgages needed a CTI solution which tightly integrated with their Salesforce CRM solution to ensure all key interactions were logged.

The requirement consisted of the following:

  • To support a screen pop of a contact record upon receipt of call.
  • To toggle on/off a broadcast message based on how busy their customer service team is.
  • To capture the call recording for call quality assurance purposes.
  • To allow for the transfer of the connected call to other internal or external numbers.
  • To provide real-time and historic reports on calls made and received in Amazon Connect.
  • To support the transcription of the calls.
  • To allow calls to be routed, allowing queries to be handled by the most appropriate team.
  • To provide support for click to dial (to make outbound calls from Salesforce).
  • To allow calls to be automatically categorised based on the call transcription.
  • To offer up a callback facility when the caller was placed in queue with periodic interrupts.
  • To provide relational query capability on top of the calls made and received.

The Solution

We addressed these requirements over a six-week period.

We initially captured the requirements and provided a design which explained how the system would operate. Following design approval, we built the required solution in two, one-week delivery sprints. After each sprint a Show & Tell session was held that demonstrated the capability and provided a mechanism to accommodate feedback.

Following build, the solution underwent system testing and then training was provided on for the use of the solution. UAT support was then provided to fully ensure the system fully met internal requirements. Following approval of UAT the solution was transitioned to production.

The Result

The solution was delivered on time and to budget. It allowed for calls to be prioritized and provided deflection mechanisms within the call flows to allow customers to request call backs. A broadcast message was also provided to notify callers of special information announcements. Call recordings were made available in Amazon Connect and Contact Lens was used to transcribe the call and classify the call to validate call quality outcomes. A suite of reports and dashboards were created in Salesforce to report on Amazon Contact Trace Records (CTR’s). Screen pop and click to dial were provided as standard through the Amazon Connect Open CTI Adapter. Amazon Athena was also used to provide relational query capability on top of the CTR records written to S3.

“We were very impressed by the low total cost of ownership of the Amazon Connect solution and the speed by which the solution was deployed and are now looking to explore other areas of the AWS and Salesforce platforms to further enhance the customer experience. Alscient critically understood our needs and the features of both Salesforce and AWS and helped us to put the solution live within a very condensed timeframe.”

Ajay Mitha, Head of Customer Operations.

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