AWS Connect Managed Support: Data Centre Solutions

Challenge

Client had to provide Contact Centre solution for their end Customers who were available across East Asia and Europe regions. The Contact Centre solution had a basic set of features that were common but also had varied integrations with SalesForce CRM. This was a complex task to be achieved considering intricacies involved with telephony, local language etc.

About the Client

Leading provider in Data Centre Solutions coupled with world-class interconnection services that adapt to the ever-growing, ever-changing business requirements.

Industry:

Others

Location:

Global

Solution

CK proposed to standardize the Contact Centre solution by using a common call flow to the extent possible including a feature-rich CCP.
Integration with SalesForce CRM was also conceived and developed as a reusable component.
All integrations starting from retrieving information from SalesForce CRM to updating fields & call text in those regions where it was mandated were created as components.
Identification of a Customer was done using on-the-fly validation against multiple parameters with minimal delays.
Option provided to end Customer to choose a “call-back” without making them wait longer in queue and agents were allowed to initiate the call without having to switch tabs.