The Australian-based financial organisation had recently migrated to Amazon Connect to reduce the strain of building complex routing profiles, primarily because one of the key values of the Amazon Connect platform is its ability to quickly create high-efficiency contact centers through better call routing.
Amazon’s routing profile management was a hands-down winner to help this financial services company create a more efficient contact center by managing a high volume of calls that needed re-routing. Additionally, Amazon Connect enabled the company’s contact center team to construct profiles for each client and specific business units within those organisations they worked with. However, in creating those profiles, they needed a means to efficiently view the agent/customer activity, breaking out the agent interactions in real time and then using that information to bill its clients on a monthly basis.
To better serve nationwide clients in multiple time zones, Amazon Connect’s routing profiles are able to divert inbound callers from one queue to another to avoid missing business critical answer time SLA’s. This was a key deliverable for offering a high quality service to their clients. However, to ensure SLA’s were met, they needed visibility into service delivery across these queues, to see in real time where queues were positioned, and more importantly the ability to manage billing across clients and within business units inside each client.
Amazon Connect helped solved the problem of complex routing. However, that doesn’t remove the complexity of the underlying data generated required to be reported upon, with multiple routing profiles across queues managing many teams across high number of agents.
What the company needed was a solution to help make their incredibly complex reporting environment simple and the ability to access the right type of data to optimize the contact center performance, improving customer experience.
That reporting solution needed to integrate seamlessly with Amazon Connect, it needed to be simple and quick-to-deploy, and it needed to be flexible and scalable.