The project aims to move on-premise contact center solution to cloud based contact center for 5 different lines of operation along with integration of Salesforce Service Cloud Voice for English and Spanish speaking customers.
Challenge
There were multiple lines of business which had to go live in short span of time.
Solution
IVR was build using AWS Amazon Connect service which is an omnichannel cloud contact center. To handle Spanish and English speaking customers, prompts were recorded using Amazon Polly which helps in deploying high-quality, natural-sounding human voices in dozens of languages. For case management of calls made to IVR we did an integration with Salesforce Service Cloud Voice. As soon as someone calls to IVR, in case of a fresh query, case window gets opened where agents can log the issue and if the same customer approaches later other agents can effectively handle customers by reading the case history without starting everything from ground zero.
Result
Team dedicatedly handled customers requirement and came up with innovative idea to implement the solution. We delivered solution of highest quality and easy to maintain to meet with client’s expectation. We got a 5-star rating from the client due to zero defects post go-live.
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