Leading provider in Data Centre Solutions coupled with world-class interconnection services that adapt to the ever-growing, ever-changing business requirements.
AWS Connect Managed Support
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.
- 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.
- Personalized IVR based on the caller region
- Third party API integration
- Enhanced user experience
- Definite Cost savings
- Adhering to stringent business commitments/deadlines
- 50+ complex call flows
- 1000+ voice recordings
- 500K+ LOC
- Complex Salesforce integration
- Platform based approach which can be reused in future
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