Case Study: Revolutionising Customer Support with CloudInteract and Amazon Connect

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Introduction to the Company

As a global leader in education, serving over 140 million customers worldwide, this company has continuously evolved to meet the needs of learners and educators. However, their growth over the years introduced significant challenges in managing their customer support infrastructure. The addition of new business units, call flows, and contact centres created a sprawling system that was difficult to manage efficiently. The existing contact centre technology became a bottleneck, limiting their ability to deliver exceptional customer service and adapt to changing demands.

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Project Objectives

To address the significant challenges posed by the company's outdated contact centre technology and sprawling infrastructure, the project aimed to achieve several key objectives:

Streamline Operations: Simplify and consolidate the contact centre environment to create a unified system, enabling consistent management across all business units. This standardisation allows executives to compare metrics and performance indicators uniformly, facilitating better strategic decisions.

Enhance Flexibility: Implement a scalable, consumption-based model to handle significant variations in call volumes without incurring unnecessary costs. This approach ensures cost-efficiency by paying only for the actual call volumes handled, accommodating both peak and low-demand periods.

Leverage Advanced Technologies: Integrate AI, machine learning, and automation capabilities into the contact centre infrastructure to automate routine tasks, provide intelligent routing, and offer predictive insights. These technologies enhance the company's ability to deliver exceptional customer service and improve operational efficiency.

Achieve Cost Savings: Realise substantial financial benefits by upgrading to a modern, cloud-based infrastructure. The new solution aims to deliver significant cost savings, which can be reinvested into further enhancing customer support and other strategic initiatives.

Rapid Deployment: Transition to the new system swiftly to minimise disruption and quickly benefit from the new capabilities. A well-planned migration strategy ensures a smooth transition without affecting day-to-day operations, moving 50% of the agents to the new platform within six months.

Support a Diverse Workforce: Provide local language support and cater to the specific needs of agents located in the US, UK, Philippines, Dubai, China, Japan, and South Korea. This ensures effective and personalised customer interactions, maintaining high standards expected by the company's global customer base.

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Solution: CloudInteract's Comprehensive Approach

CloudInteract designed and implemented a tailored solution using Amazon Connect, transforming the legacy contact centre into a state-of-the-art, cloud-based system. The transformation included several critical components:

Consolidation of Contact Centres

CloudInteract streamlined the company's sprawling contact centre environment by consolidating various systems into a unified platform. This consolidation enabled consistent management and performance monitoring across all business units. By standardising operations, executives could compare metrics and performance indicators uniformly, facilitating better strategic decisions.

Adopting Amazon Connect's Consumption-Based Model

The shift to Amazon Connect's consumption-based model provided the flexibility needed to handle significant variations in call volumes. Instead of being locked into a rigid, agent-based commercial model, the company now pays only for the actual call volumes handled. This flexibility ensures cost-efficiency, particularly during peak periods, without the burden of overpaying during low-demand months.

Agile 'Build First' Approach

CloudInteract executed a rapid migration plan, transitioning 50% of the agents to the new platform within six months of project initiation. Utilising an Agile 'build first' methodology, automated tools captured all existing call flows from the legacy platform without human intervention. These call flows were then transposed into Amazon Connect Call Flows, saving hundreds of engineering hours and ensuring a smooth transition.

Seamless Operational Integration

The project included the integration of Amazon Connect with Salesforce, the company's CRM system. This integration ensured seamless operations and simplified the user experience for agents. The ease of combining call flows with Salesforce enhanced the efficiency of managing customer interactions, providing a holistic view of customer data and interactions.

Supporting a Diverse Workforce

The new contact centre solution supports over 6,000 agents located in the US, UK, China, Philippines, Japan, and South Korea. Local language support for non-English speaking regions ensured that customer interactions remained effective and personalised, catering to the diverse needs of the global customer base.

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Results: Enhanced Efficiency and Significant Savings

The transformation delivered remarkable results, significantly improving both operational efficiency and cost-effectiveness:

Handling Increased Call Volumes

The modernised system now supports over 80 million calls annually, with the capacity to manage peak call volumes reaching 20 million minutes per month. This capability ensures that customer service remains robust and responsive, even during high-demand periods.

Achieving Financial Efficiency

The adoption of Amazon Connect's consumption-based model resulted in substantial financial benefits. The company realised $1.5M in annual savings, with a 30-40% reduction in costs year-on-year. These savings are reinvested into further enhancing customer support and other strategic initiatives.

Enhanced Visibility and Control

The unified contact centre platform provided executives with the tools to monitor performance consistently across all business units. This visibility allowed for more informed decision-making, resource allocation, and identification of areas for improvement, ensuring continuous enhancement of customer support operations.

Swift Training and Implementation

CloudInteract's solution included training hundreds of agents rapidly, achieving 100% adoption across two business units within a year. The intuitive interface and seamless integration with existing systems made the transition smooth, with minimal disruption to day-to-day operations.

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CloudInteract's innovative solution not only modernised the contact centre infrastructure of this global education leader but also set the stage for sustained growth and efficiency. By leveraging Amazon Connect, the company achieved a scalable, flexible, and cost-effective customer support system, ensuring they remain at the forefront of educational excellence. The transformation underscores the importance of embracing cutting-edge technology to drive operational efficiency and deliver superior customer experiences.

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