Electrolux-case study

By May 22, 2020 Uncategorized

About the Customer

Electrolux AB (commonly known as Electrolux) is a Swedish multinational home appliance manufacturer, headquartered in Stockholm. It is consistently ranked the world’s second-largest appliance maker by units sold after Whirlpool. Electrolux products sell under a variety of brand names (including its own), and are primarily major appliances and vacuum cleaners intended for consumer use. The company also makes appliances for professional use.

Customer Challenge

The customer wanted to replace their existing Avaya Systems which had an IVR set up to take consumer calls. The categories included Service Schedules/Inquiries, Spare part status, Service location for maintenance, Product Information, etc.

Agent pain points in the AS-IS Process which also needed to be sorted:

  • Spare part status – Resolution is based on Inventory Management
  • Appointment scheduling – 5 executions for a technician per day
  • Agents coaching – Send message/email based on the event to supervisor & Real-time call listening

The team also had Avaya, network, and Consumer Pain Point in the AS-IS Process.

Problem Statement:

  • Set up a customer support environment for Electrolux agents in the market below through AWS Connect.
    • Thailand
    • Vietnam
    • Philippines
    • Malaysia
    • Singapore
  • AWS services to be hosted in Sydney, Australia region
  • Ability to conference and transfer calls through Amazon Connect.
  • Set up a customer support environment for Electrolux agents which will perform the following
    • Route the voice calls from consumers to appropriate agents based on the language proficiency using AWS Connect.
    • Supported Languages – Shall be decided during the discovery phase (Maximum of 2 languages per region)
  • Call Recording using AWS Connect capabilities
  • Provide AWS Connect Control Panel URL to be integrated as an iframe with the InstaEdge CRM solution.
  • The ability for the agent to make an outbound call using call information provided in the Instaedge CRM
  • Only out-of-the-box reporting data provided by AWS Connect

 

Approach for AWS connect control panel integration with CRM.

  • Agents need to know the incoming call user’s detail from AWS Connect.
  • Iframe of the AWS connect will be integrated on the left side of the portal and the incoming call user details will be revealed on the right side of the portal.
  • User details must be fetched from the Electrolux CRM and Display it in Agent Portal.
  • PUC will track the user’s call from the AWS Connect and send the User’s incoming no and Agent information to the Electrolux application APIs.
  • Electrolux will receive both the User and Agent information from Lambda (AWS) and fetch the related data from CRM and send it to the corresponding Agent’s frontend portal
  • Electrolux CRM (the web portal) will embed both the AWS Connect iframe and user info.

Why AWS

Amazon Web Services provides on-demand cloud computing platforms and APIs which are reliable, scalable on a metered pay-as-you-go basis. It provides the necessary features which exactly fits the customer’s requirement to run their business.

The customer has applications running in their on-premise Data Centres and they decided to go with AWS since it provides low-cost migration services of the existing infrastructure to the AWS Cloud.

Along with that, AWS provides resources to aid in expansion and utilize more of their services for a long term basis with an appropriate Savings plan or reserving the capacity.

AWS is much more secure than a company hosting its own website or storage. It currently has dozens of data centers across the globe which are continuously monitored and strictly maintained. The diversification of the data centers ensures that a disaster striking one region doesn’t cause permanent data loss worldwide.

Why the Customer Chose the Partner

PowerupCloud is a cloud technology company with products & services in cloud migrations, managed cloud, and AI solutions. A Premier Consulting Partner of AWS and a Gold Partner of Microsoft Azure, Powerup provides product-led consulting solutions to enterprise customers on the public cloud platforms.

PowerupCloud has gained immense popularity over the last few years and successfully executed over 150 projects in cloud transformation. The customer was convinced that Powerup would be the best option who could deliver the services and fulfill their business requirement. It stood as a market leader in the Cloud Migration sector and managed to set up a strong customer base through its successfully executed projects. This encouraged the Customer to move ahead with PowerupCloud for assisting in the Cloud Migration Program and managing its services both in Cloud and on-premise.

What we proposed

Powerup successfully helped the client to set up a customer support environment for Customer agents in Indonesia through Amazon Connect. This helped them to host AWS services in Sydney, Australia region with the ability to conference and transfer calls. In addition, Powerup set-up a customer support environment for agents that will route the voice calls from consumers to appropriate agents based on the language proficiency using Amazon Connect based on the language support provided by the agents (English/Bahasa). It also facilitated Call Recording using Amazon Connect capabilities and the ability for the agent to make an outbound call using call information provided in the Insta Edge CRM. The Solution also included Out of the box reports with Real-time and historical reports along with login/log out reports to the client.

Technologies used

Amazon Connect, S3, Lambda.

Architecture Diagram

 

 

This section outlines the design of the various components.

The main component in this architecture is Amazon connect and every other component will be integrated to it:

  1. Amazon Connect: It will handle the telephony part of the system like contact flows, agent configurations, etc.
  2. AWS Lambda: It is used to write backend logic and integrated with Connect to handle flows better. It also helps to call DB in connect, because it cannot be directly integrated to connect.
  3. AWS S3/S3-Glacier: It is used to store huge amount of data like in this system, it will be used for call recordings. The Glacier is the same service and used to archive the data with low prices and slow retrieval speed.
  4. In this system architecture, it will be used to host a CCP dialer in a webpage so that it can be integrated into Electrolux CRM as an Iframe for call center agents.
  5. AWS SNS (SMS Gateway): It is used to host an endpoint so that CRM systems can send notifications to the customer via SMS/E-Mail.

System Operation

  • Set up a customer support environment for Electrolux agents in Indonesia through AWS Connect.
  • AWS services to be hosted in Sydney, Australia region
  • Ability to the conference and transfer calls
  • Set up a customer support environment for Electrolux agents which will perform the following
    • Route the voice calls from consumers to appropriate agents based on the language proficiency using AWS Connect.
    • Supported Languages – English and Bahasa
  • Implement AWS Connect Control Panel inside an iframe
  • The ability for the agent to make a manual outbound call from the CCP inside the InstaEdge CRM page using call information provided in the InstaEdge CRM
  • Routing based on the language support provided by the agents (English/Bahasa)
    • IVR configuration in Amazon Connect to have default pass to an agent with Bahasa language proficiency.
    • IVR configuration in Amazon Connect to have Press ’1’ for English.
    • Wait time for the consumer to press #1 for English with-in 3 seconds then the call is transferred to Bahasa speaking agent.
    • If the consumer presses any other number before waiting for 3 seconds, repeat the main menu (1 retry).
    • Transfer the call to a Bahasa Agent if the consumer presses a number (other than 1) more than 2 times.
      Repeat = 1; Total tries = 2; Second failed attempt goes to a Bahasa speaking Agent.
    • If consumer Press #1 and Agents (English) are busy, the call to be transferred to Agent (Bahasa)
    • If Bahasa speaking agents are busy, the call can route to English speaking agents.
  • After hours message – Set the time of the day (8:30 AM to 4:30 PM as working hours and Saturday – half-day – 8:30 AM to 1:30 PM) before which the welcome message can be played.
  • Error Message – Each error block in contact flow can play a message that there is a technical issue, Electrolux to call back. There should be a ‘callback message’, use ‘Electrolux callback in queue’ contact flow, capture the customer’s phone number, and then terminate the call.
  • Welcome message (demonstration outside office, fire, flood, etc.) This will be done on an ad-hoc basis and handled by the Electrolux Operations team -> replacing this with the default welcome message – The message prompt would be replaced by Electrolux Operational team
  • Adhoc message (Special Holidays, new year, Ramzan, etc.)
  • Call waiting scenario:
    1. Agents are busy – after welcome message being played
    2. Call wait Music (40 seconds * 5) – The 40 seconds music shall be given by Electrolux
    3. After every 40 seconds, Call waiting Message (“All our agents are busy, kindly wait”) – This message shall be given by Electrolux
    4. After the 40 seconds * 5 times, there is another message “All our agents are still busy, kindly wait or you can email us at <<< ELECTROLUX EMAIL ID>>> … (Stay on the line) (40 seconds x 10 number of times) – This message shall be given by Electrolux
    5. After 10 tries of the above pointers – a, b and c, the system must terminate the call.
  • “Call listening” or “Call Monitoring” capability for coaching agents.
  • Call routing based on Agent Priority.
  • Call recording of conferences
  • “Set to Available” for Agents by default
  • Out of the box Reporting and Dashboard provided by AWS Connect.
  • SMS integration to notify users of status changes of service orders.

  1. Incoming call number and Agent information will be sent to AWS Lambda.
  2. AWS Lambda will call the Electrolux APIs to send the User and Agent information.
  3. Electrolux will receive the incoming user number with Agent info as a JSON and with the help of Agent info, Electrolux will push the user data to its corresponding Agent Panel.

Use Case – there are 6-8 different scenarios where the ATOS system will trigger an SMS to consumers.

  • API format and trigger – Atos to share the API details (request format) as is.
  • Powerupcloud to test if the same format can be consumed using AWS service

Note: Lambda, SNS, and API Gateway must be created in the same region.

 

 

Benefits

  1. With the implementation of AWS Connect average call waiting times were reduced  by 40%
  2. Demonstrates that a voice call generated is successfully routed and addressed by an agent connected to AWS.
  3. Demonstrates that an agent connected to Amazon Connect can make a successful outbound call to a consumer basis details provided in the CRM.
  4. An iframe of AWS Control Panel is demonstrated within a web application

 Outcome(s):

Replacing the existing IVR environment with Amazon Connect reduced call wait times by 40%

  1. Demonstrate that a voice call generated in Indonesia is successfully routed and addressed by an agent connected to AWS Connect (Electrolux Customer Support).
  2. Demonstrate that an agent connected to AWS Connect can make a successful outbound call to a consumer basis details provided in the CRM.
  3. Integration of the iframe of AWS Control Panel with InstaEdge CRM application.

 Lessons Learned:

The IP/PBX configuration needs to be enabled by the Service Provider to enable the call forwarding.

The steps for IP/PBX config

  1. a) Configure the ANI / CPN in IP/PBX to handle
    b) Disable the “Block CallerID” in IP/PBX i.e. the need is to Unblock CallerID in IP/PBX
    c) Check with Service Provider how to pass CPN to Twilio from IP/PBX
    d) Transfer the same number CPN Calling Number to Twilio
  2. e) Twilio to send the calling number to Connect, so that Connect can display the number in the agent window

About the Partner

Powerup is an enterprise-class cloud consulting company focused on helping businesses move to the cloud. The dynamic and intuitive team at Powerup strives for customer satisfaction and delivers desired outcomes to businesses with undivided attention and support. Our consulting team can help you implement, migrate, and optimize your cloud applications. We can also help you build Big Data analytics platforms to enable you to extract more value from your environment.

Founded in 2015, Powerup is a born-in-the-cloud, Premier Consulting Partner of AWS. It is the only AWS certified partner in APAC to have both Data & Analytics Competency and Machine Learning Competency, and one of the few certified partners of AWS with competencies across Migration, DevOps, Financial Services, Well-Architected, and Security & Compliance.

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