Customer expectations today have never been higher. And with products and services commoditising so rapidly, customer experience is one of the few remaining battlegrounds for differentiation. Recent advancements in artificial intelligence technologies are helping operators to respond faster and personalise better, but there remain thousands of customer service use cases where interacting with a human agent is really the only viable outcome.

It's these scenarios where the agent experience counts for more than anything else. If your agents are working in multiple browser tabs, and sourcing data from a multitude of tools it creates frustrating challenges, including:

• Increasing handle times (AHT)
• Decreasing first contact resolution (FCR)
• High agent churn rates
• Lengthy onboarding processes
• Limited time for coaching & training
• Low quality interactions

Traditionally, these challenges have been difficult, expensive, and time consuming to solve, but by combining AWS technology, years of CX expertise, and tech smarts, we can provide the solution.

What we deliver

We have made delivering high quality and high efficiency customer experiences a reality, with Amazon Connect Agent Workspace and Step-by-Step guides. We help you prioritise the biggest and quickest wins in your Amazon Connect agent experience, and then customise and deliver the technology for you.

Example use cases that we can deliver include:

Third party system integration, into the agent workspace

Surface relevant information from all your systems; capture and push additional data back into third party systems; initiate RPA

Action common resolutions

Enable agents to action a customer problem or query. For example; issue refunds, start a new claim, amend a trip, add extras, etc.

Contact scripting

Automatically guide agents through the right process to solve customer queries, consistency and compliantly.

Contact disposition

Log reasons for contact and notes against every single contact. Administer inside the Agent Workspace.

Outbound messaging

Enable agents to execute SMS and email to customers, without leaving Agent Workspace.

The benefits

• Improve agent efficiency by bringing everything they need into the Amazon Connect Agent Workspace
• Reduce your contact handling times by up to 30%
• Empower agents to resolve customer queries at their first point of contact
• Reduce agent onboarding effort by using smart technology to coach them on the job
• Spend less time training agents on the basics; focus-in on the more complex and meaningful tasks
• Improve customer service accuracy, quality, and compliance
• Run a happier contact centre by providing the right tools for the job; reduce agent churn rates

How do we do it?

Our process is laser-focused on delivering value from Step-by-Step Guides for your Amazon Connect contact centre. Our expert team will support you through every stage of the journey, ensuring that your investment is maximised:

Discovery & Analysis

Define the problems you need to solve, understand the systems and processes at play, and prioritise the delivery roadmap.

Design & implement new interfaces & workflows

Design the optimal workflows and supporting user interfaces for your agents, build and configure your new Agent Workspace ready for testing.

Integration with third party tools

Connect with the appropriate third-party systems, to enable real-time data and intelligence in the Agent Workspace.

Testing

End to end testing, and user acceptance testing.

Training

Train the trainer for supervisors and team leaders; quick reference user guide and video walk-through for agents.

Go Live Support

Experts on hand to support go live of your new Amazon Connect Agent Workspace.

Optional ongoing support & managed service

We can continue to support and optimise your agent and customer experiences moving forward.

About Acceleraate

Acceleraate is a UK-based boutique SI and Managed Service Provider. We are CX & CCaaS optimisation specialists, driving continuous improvement, inspiring loyalty, and helping our clients to build relationships that last. With over 6 years of hands-on experience designing, implementing, and managing Amazon Connect for some of the UK’s best-known businesses and brands, we enable CX transformation and iteration, whilst delivering ongoing efficiency improvement.