Customer support enablement with AWS Connect

By November 18, 2019 AWS, Case Study

Customer: A multinational home appliance manufacturer

 

The Problem:

There were several legacy issues with the existing system, as detailed below with the information being provided across categories including service schedules/inquiries, spare part status, service location for maintenance, product information, etc.

  • No Call Recording facility from Avaya
  • No Historical Data and Reports generation. Agents were manually generating reports daily and then aggregating them on excel every week for the weekly report
  • Public Holiday Announcement & Operational Hours changes – Ex: During Ramzan, it’s closes early, involved doing a manual recording and deploying it on the server
  • Scalability issues: A limit of 12 in a queue based on the support from the existing systems – 8 for inbound calls and 4 outbound and concurrent inbound calls
  • Average speed of answering calls was 35 seconds

The approach:

The client wanted to do a pilot project using Amazon Connect, moving from their current voice system hosted in their Mumbai region to Amazon services to achieve the following functionalities:

  1. ‎Ability to take voice calls
  2. On-call connect, an option to choose a language (English/Bahasa)
  3. Call routing based on the language proficiency of the agent
  4. Ability to record calls
  5. Ability to help supervision of calls
  6. Ability to transfer/conference calls
  7. Scalable environment
  8. The ability to generate records in real-time

Solution flow & design:

 

The steps:

  1. Customer calls into the service center number
  2. The Call is routed to AWS Connect through Twilio or equivalent ISP
  3. As per the routing profile, AWS Connect directs the call to the agent
  4. Agent will get a notification in Instaedge CRM of the incoming call, if the mobile of incoming matches with any record in the customer Database, the customer information will be displayed in the Instaedge
  5. The agent will have to log into the Connect panel separately with credentials.

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