Use Case: Financial Services | Australia | Amazon Connect

Simplifying a Complex Financial Services Contact Center

One of Australia’s largest industry funds was growing through mergers and acquisitions, which meant a great deal of transformation to business operations – including the contact center.

As one of Australia’s largest super funds, this company currently manages over 750,000 members and clients who expect a high quality of customer service personalized to meet their needs – which means the contact center needs to be performing at its best 24/7/365.

The Backstory

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.

The Brief

Amazon’s routing profile management was a hands-down winner in being able to efficiently construct profiles for each client and business units within the organisation. However, in creating those profiles, the company needed a means to efficiently view the activity, breaking out the agent interactions in real-time and then using that information to bill clients on a monthly basis.

Having nationwide clients in multiple time zones, Amazon Connect’s routing profiles were 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 its clients and something that emite needed to keep in mind for reporting requirement.

A second phase of the project was to integrate 12-months of historical call data from the previous solution with the new Amazon Connect data, so that the teams are able to maintain historical analysis of their service delivery.

Simplifying a Complex Reporting Environment

The Challenge

One of the key values of the Amazon Connect platform is its ability to quickly create efficient and high-functioning contact centres. Amazon Connect does this by reducing the complexity of building complex routing profiles through its simple-to-use Routing Profile builder. What can take months inside current platforms is sometimes reduced to days, if not hours.

However, that doesn’t remove the complexity of the underlying data generated and required to be reported upon, which can be incredibly difficult in an environment consisting of multiple routing profiles across queues and having to manage many teams across high number of agents.

It’s because of these types of reporting complexities that emite has become a great partner for Amazon.

Objectives & Solutions

Objective 1: Provide Real-Time Performance Data

To ensure SLA’s were met, the client needed visibility of service delivery across its clients/queues to see in real-time where queues were positioned and more importantly, then manage billing across clients and within business units inside each client.

emite was able to set up a real time Dashboard that highlighted answer times within the key SLA targets across all clients and the business units within those clients.

A single dashboard dynamically analyses each routing profile, highlighting areas of concern, before they impact the business, ensuring service levels are met and service quality is high.

In addition, emite has removed countless hours of manual Excel data imports and calculations by automating the monthly agent minutes attributed to each client and queue. emite was even able to breakdown the critical cross billing of agents from one queue to another by mapping the Amazon Connect data across queues, agents and routing profiles.

Objective 2: Provide Historical Data from Previous Contact Center Solution

In order to preserve valuable data and also use historical data to improve the current contact center, the client needed historical reporting against data derived from the previous contact center solution.

emite was able to seamlessly migrate the data from the previous contact center to the new Amazon Connect environment.

By standing up emite as the reporting solution inside of its Amazon Connect environment, this customer is now able to reference historical contact center data when analysing and improving the current operation.

Expert Insights & Recommendations

To help solve this common challenge of complex reporting within the Financial Services industry, emite engaged directly with the client, analysing its manual reporting and mapped this to the routing profiles across all clients.

The job of mapping required analysis and building specific KPI’s to map to each business. The intent being that in one emite dashboard, countless FTE hours would be removed through automation and visibility in real time.

Based on this use case, here are ways that emite can help other companies simplify complex reporting:

  • Define the KPIs that are the most critical to your business and set up an emite dashboard and report that matches those KPIs.
  • Migrate historical data from previous platforms or technologies, preserving valuable data rather than erasing and starting from scratch.
  • Pull in all of your data into one single dashboard. emite has over 80 adapters that can help your team save time logging on to multiple tools and creating multiple reports. Make things simple by pulling everything into one single pane of glass.
Ask Our Team How We Can Help
Enterprise Retail Use CaseHealthcare Use Case – Hotline