Alscient addressed these requirements in a phased approach. We created a design that captured the technical solution and described the contact flows and supporting technical components. The solution supported contact flows for each of the main markets.
Once the design was approved, we then built the required functionality over a series of short delivery sprints. The solution supported a voicemail feature which allowed callers to leave a message which is then automatically transcribed and written back through to Salesforce as a Case. We used Kinesis Stream, S3, Amazon Transcribe and a series of Lambdas to coordinate calls across different AWS services and write the details back through to Salesforce via a Connected App.
The solution also supported a deep link through to Amazon Connect Contact Lens to expose sentiment detail. Detail captured within the call flow was also categorised on the Case to provide the agent with full contextual information upon receipt of the call. A series of reports and dashboards were also created in Salesforce to report on the Voice Call data.
