Alscient addressed these requirements in a phased approach. We initially captured their full set of requirements for the solution and provided a high-level design which described how the solution would work. The solution made use of Amazon Connect and supporting AWS services. S3 was used to store the call recordings and Polly was used to provide text-to-speech prompts within the call flow. Additionally, Lambda’s were used to perform data dips into Salesforce to identify team and holiday closures and to connect the call to the customer record in Salesforce. Finally, CloudWatch was used to assist with validating the solution and also to support operational alerting.
Salesforce omnichannel was used to show and manage available agents across the two distinct geographic teams (serving the Dutch and Belgium markets).
Following completion of build the solution was system tested and then migrated across to the UAT environment where My Parcel performed their own testing of the solution. After a short UAT period the solution was then put live.