Primary ICT Support

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.

The following key benefits were realised from this rollout:

• Direct access to call recordings from within the console.

• Ability to intelligently route calls to the appropriate service agent.

• Ability to dynamically change prompt messages based on hours of operation.

• An extensible solution that can easily scale.

• The ability for agents to work from their preferred location.

James Watson, Managing Director at Primary ICT Support commented, “I cannot thank the guys at Alscient enough. They mobilised a team very quickly, they were professional throughout and clearly demonstrated their knowledge of both AWS and Salesforce. The solution really puts us in a great position to be able to effectively deal with the varied queries we get from our customer base and sets us up well for the future”.