An Ontario Regulator Gains Real-Time Contact Centre Visibility Inside Salesforce
A Salesforce-embedded wallboard and a priority front desk queue give agents and supervisors live visibility where they already work.
The Challenge
The regulator already ran Amazon Connect with Salesforce Service Cloud Voice, but agents and supervisors had little live visibility into queues from Salesforce, where they worked every day.
Agents and supervisors could not see queue performance in Salesforce.
Walk-in visitor escalations had no dedicated, prioritized path.
Salesforce reporting did not include live contact centre data.
Our Approach
An Amazon Connect assessment and implementation, delivered with the customer's Salesforce implementation partner.
Assess
- Call flow review
- Routing and survey review
-
Recommendations approved
Design
- Modular flows
- Amazon Polly prompts
-
Wallboard design
Build
- Front desk courtesy queue
- Supervisor alerts
-
Salesforce wallboard live
Next
- Proficiency-based routing
- Post-call surveys
-
Ready for automation and AI
The Solution
Serve7 and the Salesforce partner brought live Amazon Connect data into Salesforce and gave front desk escalations their own path.
- 1 Front desk courtesy queue Walk-in escalations route straight to available agents with no menus.
- 2 Five-minute alerts Supervisors get an email if a caller waits or stays connected for more than five minutes.
- 3 Wallboard in Salesforce Mirrors the Amazon Connect real-time dashboard and refreshes every 15 seconds.
- 4 Modern prompts Recorded prompts move to Amazon Polly text-to-speech, in a more modular flow design.
Results
Agents, supervisors and managers now see live queue performance from the Salesforce home screen and console.
Front desk escalations get a fast, accountable response, and the modular design prepares the environment for automation and AI.
About the Customer
The customer is a large Ontario provincial regulator. Its contact centre serves the public and licensed businesses, using Amazon Connect integrated with Salesforce Service Cloud Voice.
AWS services used
- Amazon Connect
- Amazon Polly
- Amazon Connect real-time metrics APIs
- AWS Lambda
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.