A Global Software Company Replaces Its CCaaS Platform with Amazon Connect for Agents in 8 Countries
A 14-agent proof of concept across eight countries led to a full Amazon Connect deployment with complete CRM integration.
The Challenge
The company's legacy cloud contact centre gave no view of minutes used by country or number, had no development environment and limited CRM integration. Outbound calling to some regions also needed reliable voice quality.
No development environment for safe changes.
Recordings were stored separately and click-to-call was not available.
No view of minutes used by country or number.
Our Approach
A proof of concept against agreed success criteria, then the full deployment, accepted in December 2022.
Prove
- 14 agents, 8 countries
- Agreed success criteria
-
POC accepted
Build
- Two instances, dev and prod
- IVR parity
-
CRM integration
Deploy
- Usage reporting
- Voice quality per agent
-
Accepted December 2022
Extend
- Second phase delivered
- Ongoing support
-
Continuous improvement
The Solution
Serve7 deployed two Amazon Connect instances, each with development and production environments, and integrated them fully with the CRM.
- 1 Dev and production Two instances, each with separate development and production environments.
- 2 IVR parity IVR logic rebuilt to match the previous platform.
- 3 Full CRM integration Tickets are created or found automatically, data is sent without size limits and agents can click to call.
- 4 Clear usage and quality Minutes by dialed country and number, and voice quality measured per agent.
Results
The company moved its global support operation onto Amazon Connect with full CRM integration, separate environments and clear usage reporting.
Success criteria were agreed before the proof of concept started: environments, support SLAs, usage transparency, IVR parity and CRM integration.
About the Customer
The customer is a global software company whose global services team supports customers from agents in eight countries across Asia, Africa, Europe and the Americas.
AWS services used
- Amazon Connect
- Amazon Connect Contact Lens
- AWS Lambda
- Amazon S3
- Amazon CloudWatch
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