HANDLE PEAK DEMAND
Handle Peak Call Volume Without Hiring for the Peak
Rate changes, outages, enrolment windows and holiday surges. Amazon Connect scales in minutes, and we build the deflection and callback that keep service levels up.
Trusted across Canada
A spike is predictable. The cost of it is a choice.
Legacy platforms are licensed for a peak that happens a few weeks a year. Teams staff for it, or customers hear a busy tone.
Paying twelve months for capacity you use for three weeks.
Wait times climb, customers hang up, and the calls come back tomorrow.
A storm or an outage hits and changing the greeting takes a ticket and a day.
What we put in place before your next peak.
Peak readiness is part of every Serve7 deployment. For contact centres already on Amazon Connect, it is a focused two-week engagement.
Pressure point
What we build
Capacity that follows demand.
Amazon Connect pricing is per use. The platform grows and shrinks with your volume, and so does the bill.
Self-Service
Capacity
Daily Contacts
Elastic by design
No seat licences. Add agents, queues and channels in minutes and scale back when the surge passes.
Deflection where it counts
Self-service built on your top surge contact reasons, so queues carry only what needs a person.
Callback and overflow
Customers keep their place in line, and overflow routes to a destination you define.
Real-time visibility
Dashboards and alerts on concurrency, wait time and abandonment while the peak is happening.
Peaks we have planned for.
Government programs
1,500 Government of Canada agents onboarded in days, handling 40,000+ calls on peak days with no over-provisioning.
Rate changes
Lenders and credit unions absorbing rate-announcement volume with callback and self-service.
Enrolment windows
Admissions and registrar peaks handled with chat capacity and student-record lookups in the IVR.
Shipping season
Logistics shipment-status volume moved to self-service before the holiday rush.
Proven Results for Real Businesses
A Southern Ontario Electricity Utility Handles Power Outage Call Surges with Amazon Connect
A cloud IVR in front of customer service scales automatically during outages, so callers stop hitting busy signals.
- 2019 In production since November
- Auto Scaling for outage call surges
- Text-to-speech Custom outage messages
A Canadian Airline Improves IVR Self-Service on Amazon Connect
A redesigned IVR call tree and a new self-service bot help the airline handle more routine travel questions without an agent.
- 2023 Redesigned IVR in production
- 1 Self-service bot added
- Zero Re-platforming required
Have a peak coming?
Tell us when and how big. We will review your instance and put a plan in place before it arrives.
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.
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Someone from the Serve7 team will get back to you within one business day.