Contact Centre Modernization

Approach

The development services will be specifically catered to each individual use case.

Adastra will first conduct a thorough discovery to understand our client’s use case, processes and user/agent workflow needs to ensure a robust and scalable contact centre design with relevant integrations.

Activities

• Conduct discovery session(s) to establish contact centre requirements
• Create Amazon Connect instance with the necessary identity management, administration, telephony, and data storage settings
• Set up phone number(s) for the contact centre
• Set up routing, agents, and tasks
• Set up chat experience if required with relevant customizations/integrations powered by Amazon Lex
• Implement custom Amazon Connect flows to define user experiences
• Integrate with external applications as needed (e.g., Salesforce)
• Configure user access and management
• Implement Voice ID as needed for voice-based caller authentication and fraud detection
• Establish a pipeline for metrics, monitoring, and analytics (using Contact Lens and Amazon Connect Metrics)

Deliverables

• A deployed cloud contact centre on Amazon Connect
• Staff that is trained on the program to optimize the use of the cloud contact centre

Outcomes

• Scalable and cost-efficient cloud contact centre to meet unpredictable demands
• Personalized customer experience through integration with clients’ CRMs
• Increased efficiency of customer service experience
• Increased customer satisfaction
• Transparency into conversational analytics and quality management metrics