Alscient worked with Primary ICT to implement Service Cloud Voice in an expedited delivery approach to provide a solution in time for the start of the school academic year.
The key communication pathways were identified – namely supporting the ability to locate contacts and their associated cases and the ability to route clients to VIP or Region based queues so that the correct agents could be reached. Using Alscient’s extensive Salesforce and AWS knowledge, this analysis was converted into a set of simple Amazon Connect Contact Flows. These included to the ability to retrieve CRM data regarding the caller directly from Salesforce, transcription and recording of calls, and the ability for clients to leave out of hours or call back request messages, which could be picked up agents and appropriately triaged.