Intuit is a provider of innovative financial management solutions, including TurboTax and QuickBooks, to approximately 50 million customers worldwide.
“Intuit Inc. is a global financial platform company that gives everyone the opportunity to prosper. Customers call us to get answers to their complex tax and accounting questions and our experts handle millions of calls from our customers every year. Amazon Connect made it easy to provide customer service reliably and securely. With our customers’ awareness of their calls being recorded and monitored, we have been using Contact Lens for Amazon Connect to gather insights from over 200 million minutes of customer interactions. Features like accurate turn-by-turn transcription, redaction of sensitive data, and automated call categorization have allowed us to improve the effectiveness of our customer care organization.”
Andy Palmer, Vice President of Engineering, Customer Success – Intuit
John Hancock helps people make their decisions easier and lives better. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. One of the largest life insurers in the United States, John Hancock supports approximately 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and college savings plans.
"Our business relies on providing relevant financial services through the best customer experience. With Contact Lens for Amazon Connect, we can now evaluate all our customer interactions and quickly find out what is working well and how we can get better. Being able to automatically understand the underlying reasons for why customers are calling us and their severity is going to be very helpful for us."
Tracy Kelly, AVP Shared Services - John Hancock
News Corp is a global diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers and businesses throughout the world.
“For the News Corp Service Desk, we saw immediate time to value after using Amazon Connect. We are now looking forward to using Contact Lens for Amazon Connect because its powerful features for both voice and chat interactions will make it possible for our contact center staff to provide a better experience for our employees by seamlessly leveraging the power of machine learning.”
Simon Clark, SVP End User and Infrastructure Services - News Corp
Accolade is a personalized health and benefits solution that serves employers across the country.
“At Accolade, we are passionate about our customer experience, especially because we help our customers with life’s most important questions - concerns about their healthcare. With the AWS launch of Contact Lens for Amazon Connect, we’ve transformed our contact center experience. Since Contact Lens works seamlessly with Amazon Connect it has allowed us to accomplish what other transcription and speech analytics vendors have struggled to achieve. With Contact Lens for Amazon Connect, we’ve processed thousands of calls and have been able to easily uncover emerging trends to provide our agents with the right guidance, improving our customer experience. Enabling Contact Lens for Amazon Connect took only minutes, saving us months of development time it would have taken to build the same powerful AI tools.”
Stephen Murphy, Senior Director Cloud Engineering - Accolade
Founded in 2010, amaysim is a provider of energy and SIM-only mobile plans. In nine years, the online-led business has grown to be the fourth largest independent mobile services provider and the largest Mobile Virtual Network Operator (MVNO) in Australia, with over 1 million mobile subscribers.
"At amaysim, Amazon Connect has been a big win for us because it is designed to be easily deployed by contact center staff and IT with little knowledge of AWS. The ability to quickly innovate and change has been a big advantage to us. At amaysim, we make build vs. buy decisions very consciously and our strategy is to build pieces that are specific for our business. Contact Lens for Amazon Connect not only provides us with an end-to-end application experience for AI-powered contact center analytics but also gives us the flexibility to do custom BI analytics and the agility to build proprietary data science models using its rich metadata."
Peter James, IT Operations Director - amaysim
Traeger Pellet Grills
At Traeger, our mission is to bring people together to create a more flavorful world. Since our humble start in Oregon in the 1990's, Traeger Pellet Grills have been the outdoor cooking choice of food enthusiasts. For years, the grills were offered in limited quantities and geographic areas. However, as people began to taste the food cooked on a Traeger, word spread about the unique flavors only Traeger natural wood pellets can provide.
“When we decided to migrate hundreds of agents from our incumbent telephony platform, we needed something that was simple, scalable and open. We wanted something future proof. Amazon Connect was the solution. We were able to replicate and enhance our existing infrastructure within days of creating our AWS accounts. For us, one of the most powerful aspects of Amazon Connect is Contact Lens. Contact Lens allows us to simplify agent workflows by systemically identifying key contact attributes (i.e., product model, contact reason, customer sentiment). Those attributes are invaluable to our CX leadership and product/engineering teams. Last month, we analyzed more than 15,000 hours of agent/customer interactions. We used to spend most of our time trying to identify issues. Now, we spend most of our time fixing them.”
- Bryan Teggart, Head of Customer Experience Operations and Analytics at Traeger Pellet Grills
DH Enterprise sells air-inclusive vacation packages to North Americans. The offering spans hundreds of vacations to more than fifty destinations across the globe. We distribute these through our Great Value Vacations, Sceptre Vacations and Aer Lingus Vacations brands. Our seamless e-commerce experience makes booking these pre-built packages quick and easy. A custom collection of tightly-integrated back-office tools make fulfilling these vacations seamless and efficient.
“DH Enterprise designs affordable vacations and turn-key solutions in the areas of travel technology, management, and operations. Customers love vacations so we built our contact center on Amazon Connect to ensure a great customer experience before their flight even takes off. The demos of Contact Lens for Amazon Connect blew away our team. Enabling Contact Lens took seconds, the sentiment score is incredibly valuable, speech transcription is right out of the box, and the underlying data is incredibly intensive. Instead of manually entering results into monthly agent scorecard reviews, we can have an automated, holistic view of our agent’s performance. This data is priceless to us, understanding our agents’ interactions with customers and how it impacts our agents helps us help them. It’s human.”
- Adam Zerlin, COO – DH Enterprise & Associates
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