A National Home Health Care Provider Launches a Concierge Contact Centre in Under 90 Days
A serverless Amazon Connect contact centre, integrated with a new CRM, live in under 90 days with all data kept in Canada.
The Challenge
The provider was launching a new concierge service for clients and a helpline for partners, with voice as the main way people would reach it. A new CRM was rolling out at the same time, and the contact centre had to integrate with it.
The contact centre had to be live nine weeks after the first consultation.
The contact centre had to integrate with a CRM that was still rolling out.
Privacy requirements meant data had to stay in Canada.
Our Approach
A nine-week project from design workshop to customer UAT, with separate production and development environments.
Design
- Design workshop
- IVR and routing design
-
Design approved
Integrate
- CRM integration
- Single sign-on
-
Integration complete
Launch
- Build and testing
- Customer UAT
-
Live in under 90 days
Support
- Production and dev environments
- Managed services
-
Continuous optimization
The Solution
A fully serverless contact centre built on Amazon Connect and connected to the new CRM.
- 1 Right person in 30 seconds New local and toll-free numbers with a simple IVR that connects callers within 30 seconds.
- 2 Preferred agent routing Calls route to the client's preferred concierge agent using CRM data.
- 3 One desktop Agents sign in with single sign-on and see CRM data and the live interaction together.
- 4 Canadian data residency Recordings and Contact Lens analytics stay in the AWS Canada (Central) Region.
Results
The new concierge service launched on schedule, with callers reaching the right person in seconds and all data kept in Canada.
A new line of business launched on schedule, on a contact centre that scales with client demand.
About the Customer
The customer is one of Canada's leading national providers of home and community health care services.
AWS services used
- Amazon Connect
- Amazon Connect Contact Lens
- Amazon S3
- AWS Lambda
- AWS IAM Identity Center (SSO)
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