Alscient addressed these requirements in a phased approach.
We initially reduced the costs of the system by ensuring non toll-free numbers were used throughout the system and queue sizes were kept to sensible levels. If the queue was at capacity, the caller was presented with options to e.g. request a callback, leave a voicemail or to provide contact via an alternate channel.
Once the call charges were optimised, we then looked to improve upon the existing contact flows by providing a series of automation services to improve the caller experience. This included an order lookup facility which made a web service callout to another system to extract order status detail. This then allowed the caller to be notified of their order status and a track & trace URL link was sent via SMS to the caller.
Two levels of prioritised routing were also put into the system. The first involved a data dip into another system to locate the customer tier and this was then used to change the priority of the call if the caller was deemed to be a top tier customer. The second level checked the caller number to identify if the call came from a store. If the caller was from a store, the priority was also set to the highest level. This ensured calls by premium customers and stores were appropriately handled within SLA.
A GDPR check was also put into the system to allow the caller to opt in/out of the call recording and transcription for compliance purposes.
A series of reports were also created in Salesforce to report on calls received/made by market and call type.
In addition to using Amazon Connect, we used an Amazon Kinesis stream, Amazon S3, Amazon Transcribe, Amazon Lex, Amazon Polly and a series of AWS Lambdas to coordinate calls across different AWS services and write the details back through to Salesforce via a Connected App.