Using Amazon Connect to drive contact centre transformation

ecs-admin 15th October 2019

To counter falling customer service ratings, high call drop-off rates, poor visibility of customer intent and increasing costs, a large UK high street bank was planning a major contact centre transformation in the cloud.

In 2018 we started focusing on helping to change the bank’s culture. We also introduced an agile process, and trained our client’s teams in new software development techniques and AWS tools so that it could become self sufficient over time.

The result will be one of Europe’s largest deployments of Amazon Connect.

Our work on the architecture and security controls ensured a smooth transformation as the credit card group’s contact centre went live.  Benefits include a call recording ingestion engine that provides deeper insights such as sentiment analysis. The client is now able to use intelligent routing and deliver a more personalised service.

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