The Challenge:
When it comes to implementing and supporting Amazon Connect, there is a huge expertise gap between the legacy telephony system engineers who have little or no experience in Amazon Web Services (AWS) technologies and an AWS systems engineer who has little or no experience with contact centers. Much of the time, the decision to buy Amazon Connect is made by a line-of- business owner and assigned to one of the above to implement it. In most cases, neither group is able to deploy a good solution on their own because they lack the cross-domain expertise. What’s more, ongoing troubleshooting and maintenance can become a daily chore. The result is often a contact center implementation that doesn’t properly accommodate customer service processes, leading to poor business outcomes.
About Amazon Connect:
Amazon Connect is a revolutionary contact center automation technology that can be integrated into virtually any existing system to route customer information to the agent even before the agent gets the call.
It incorporates natural language chatbots, interactive voice response (IVR), and automated customer voice authentication to deliver exceptional customer service.
Its pay-as-you-go pricing is beneficial to companies with contact centers that experience strong seasonal surges.
The Full Potential Approach:
The Full Potential team has years of experience implementing call center protocols and technology to improve processes, offer access to the right information at the right time and deliver on the promise of customer experience excellence across many different industries including retail, ride sharing, insurance, and financial services. As an AWS Select Consulting Partner, Full Potential has the expertise to not only implement Amazon Connect in an existing environment, but also to provide ongoing maintenance and support. One unified user interface makes it easy to manage the more complex features of the product without requiring the user to have a deep knowledge of AWS or the contact center. Full Potential’s Amazon Connect offering is available as a bespoke professional services project or, as a subscription service.
Full Potential Amazon Connect Expertise:
AWS Select Consulting Partner
Omnichannel customer service implementation
Automated outbound dialing
Case Study: Amazon Connect for Fintech Unicorn
Company:
This Fintech unicorn expedites international cash transfers across 135 different countries. The backend process to complete these transfers is complex given differences in banking processes, procedures and regulations. One small glitch can hold up the process and send the customer to the contact center for resolution. Timing is critical since many of these transfers involve family members sending much needed funds to relatives back home.
Growing Pains in a Complex Offering
As the company grew rapidly, the technology and systems within the contact center weren’t sufficient to handle increasing complexity and much higher volume. Issues started to escalate, including:
High Abandonment rates
Improper routing caused high wait times and multiple transfers
Subpar performance from agents on KPIs across the board
Inability to drill down into data to understand “why” and “what to do”
Lack of unified data from different sources
Inconsistent, inaccurate metrics across dashboards
Reports update daily/weekly instead of intraday
Furthermore, no individual or internal team had the right expertise to see the whole picture and create integrated architecture to solve the problems. Resources and skills were needed across many different functions including expertise in designing a system to meet the specialized needs of the contact center.
Big Picture Thinking with Hyper Attention to Detail
As leading experts in customer engagement solutions, BPO (Business Process Outsourcing), and the technologies that support the contact center, the Full Potential team worked in consultation with the client to apply the diverse skill set required to design and implement a solution that addressed the challenges for customers, agents and the internal technology team.
Due to the complexity of the business and the uniqueness of each customer’s needs, it was particularly important to get the Amazon Connect component right so agents would be empowered to quickly understand the customer’s circumstances and take action to keep the transfers flowing through the system.
The Full Potential team started with the data. They integrated and translated data from multiple sources including:
Transaction systems
Customer databases
Internal case management systems
Unique fraud workflows
Workforce management tools such as Teleopti
and more…
By tightly integrating the data sources, all data could be seen in real time and presented in a Salesforce instance that was customized for this company’s particular needs.
The Salesforce instance was designed with three primary things in mind:
Maximize agent efficiency and accuracy
Improve customer experience via self-service and accurate work delivery
Integrate internal systems to deliver work to agents accurately and quickly while showcasing the full customer journey.
A simplified interface was designed to present only relevant data so associates could serve customers as quickly as possible. Customer experience was also improved by presenting accurate self-service help articles as quickly as possible, leveraging conversational AI to identify customer intent quickly. per Attention to Detail
The Results
Improved agent productivity by 20%
Improved time to first touch & resolution by 24%
Increased cases handled/hour by 11%
Reduced canceled transactions by 30%
Increased FCR and CSAT by 25%
Reduced cost of customer service by 40%
Full Potential Solutions empowers companies to forge more profitable customer relationships by applying a values based and data driven approach to everything we do. Unlike other service providers promising better services at ever cheaper cost, Full Potential Solutions puts our people first to achieve breakthrough client results. Our thriving team and advanced omni channel solutions reduce customer acquisition costs and expand lifetime value for many of the world’s leading customer first brands.