A North American IT Consulting Firm Replaces Genesys with Amazon Connect Across 20+ Languages
220+ toll-free numbers and 20+ languages moved from Genesys to Amazon Connect with zero customer disruption.
The Challenge
The firm's legacy Genesys platform made it hard to route layered technical chat and voice inquiries to the right certified agent. The contact centre supports customers in more than 20 languages across over 220 toll-free numbers, so any migration had to avoid disrupting service.
Layered technical chats and calls struggled to reach the right certified agent.
Agents worked across several applications.
Supervisors had little real-time view of queues and service levels.
Our Approach
Evaluation and planning from January to May 2024, then implementation and migration from June to November 2024.
Evaluate
- Requirements
- Amazon Connect capability review
-
Initial architecture
Design
- Multilingual routing
- Custom agent desktop
-
Design approved
Migrate
- 220+ toll-free numbers
- CRM/ITSM integration
-
Live November 2024
Measure
- Contact Lens evaluations
- BI tool reporting
-
Ongoing support
The Solution
Serve7 deployed Amazon Connect voice and chat with multilingual routing and brought every channel into one agent desktop.
- 1 Multilingual routing Routing for more than 20 languages, with 220+ toll-free numbers migrated.
- 2 One agent desktop Every channel and customer record on one screen.
- 3 Integrated workflow A collaboration-tool bot for routing and chat relay, plus CRM/ITSM integration that tracks every interaction.
- 4 Analytics and reporting Contact Lens speech analytics and automated evaluations, with reporting in the firm's BI tools.
Results
Chats and calls now go directly to the right certified agent, and supervisors see live agent status, service levels, queue lengths and customer sentiment.
Every chat and call now reaches the right certified agent, and supervisors see problems while they can still act on them.
About the Customer
The customer is a large consulting and technology services firm operating across North America. It runs a technical support contact centre for its global learning and development solutions.
AWS services used
- Amazon Connect (voice and chat)
- Amazon Connect Contact Lens
- Amazon Lex
- AWS Lambda
- Amazon Kinesis
Planning a similar project?
Tell us where your contact centre is today and we will map the path from there.
Contact us
Talk to the Serve7 team.
Tell us what you are working on and we will get back to you within one business day.
Already a customer and need help? Create a support ticket.
Thanks, we have your message.
Someone from the Serve7 team will get back to you within one business day.