Contact centres are the front door into your organisation. But for too long they have suffered from a lack of investment and imagination. It’s a rare person who doesn’t grit their teeth when they ring one. After listening to endless repeats of Blondie’s Hanging on the Telephone, any customer loyalty is quickly eroded with the frustration of repeating the same information to automated systems and agents.
Fortunately Amazon Connect is ringing the changes, coming to the rescue of lacklustre call centres everywhere. Based on the same technology Amazon uses to power millions of customer conversations around the world, it is designed to help large organisations boost those all-important customer service, trust and advocacy scores – and ultimately keep them loyal.
This Contact Centre as a Service (CCaS) solution is upending the traditional call centre model. Gone is the need to spend squillions of pounds installing proprietary call centre tech that will quickly become out of date. And in comes a flexible, dynamic cloud-based service with a pay for usage by the minute model.
As a Go-to Amazon Connect Partner, and Amazon’s first UK partner with a portfolio of FTSE 100/250 clients, we are already helping one large well-known UK business build a shiny new customer service operation using Amazon Connect.
They are moving away from a traditional call centre model, where agents struggle to jump between siloed apps, making it nigh-on impossible to deliver fantastic customer service. And where the boards on the walls may be full of interesting facts and stats, but none of them shows whether the customer is actually happy, which is really all that matters at the end of the day.
What really excites me about Amazon Connect is that, unlike traditional call centre technology, Amazon’s services are all in one place. Want to record the calls? Of course you do. Want to use natural language processing? Naturally. How about AI/ML? Yes please!
And the other great thing is the ability to make that consumer data work better for you. With Amazon Connect, it’s quick and easy for your marketing/CX teams to interrogate the data and then act on these insights to improve those vital customer engagement scores.
At ECS we now have a practice of over 50 certified Amazon Connect staff that can help with your business case, initial workshops, knowledge sharing, and a Proof of Concept.
If you’re ready to find out more – and finally call time on the need for your customers to listen to Blondie on repeat every time they contact you, just click here.