Omni Channel Customer Service with Service Cloud Voice

Implementing Amazon Connect integrated to Salesforce through Service Cloud Voice for a Dutch parcel provider.

The Challenge

MyParcel is one of the largest and most popular shipping services in the Netherlands. Since their inception in 2010 they have grown at a rapid rate and now serve over 30,000 customers. To support their ambitious growth plans, they required a new state of the art telephony solution which seamlessly integrates into Salesforce.

My Parcel required a telephony solution that seamlessly integrated into Salesforce.

The requirement to Alscient consisted of the following:

  • Migrate their teams which operated across the Netherlands and Belgium markets across onto Amazon Connect.
  • Support SSO integration with Salesforce.
  • Route the calls to the appropriate team queue based on IVR menu option selection.
  • Record both inbound and outbound calls.
  • Play different message prompts based on the selected language.
  • Provide informational alerts during busy periods.
  • Provide different queue messages based on customer wait times.

The Solution

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.

The Result

From start to finish the solution took 7 weeks to deliver. All aspects of the project were successfully delivered, under the original budget and within the agreed timeframe. Additional initiatives are now being planned, to improve the overall customer experience including the provision of self-serve options to better inform the customer relating to their enquiry.

"Alscient quickly got to grips with our requirements and worked at pace to keep to our timeline. The solution was delivered under budget and to the agreed specification. They were also very helpful in upskilling me on how the solution fitted together. We have already recommended Alscient to other organisations looking to deliver a similar solution."

Bastiaan Brassem, Salesforce Administrator

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