Contact Center Transformation

The customer service landscape continues to evolve on a global scale, especially in this new digitally focused world. To keep up with ever-changing customer expectations, organizations need to rethink how to leverage the contact center.

Legacy contact center solutions aren't equipped to support rapid change or innovation in response to demand volatility and changes in business needs and goals. As the demands of business continue to grow and become more complex, the ability to harness comprehensive information about customers, partners, and suppliers in real-time is a huge differentiator in an increasingly competitive market.

Moving to a cloud-based contact center solution provides you with the technology and the data needed to enable contextual customer experiences and modern operational efficiencies that exceed customer expectations and scale your business. Slalom helps transform your contact center to get maximum value out of your strategic investments.

What we do:

• Ideation workshop - Provide a high-level overview of Amazon Connect, learn the current state of the client’s existing contact center, and define the future state goals and objectives for an Amazon Connect deployment.

• Assessment & Analysis - Assess existing contact center capabilities, gaps in functionality, identify potential paths forward considering client’s desired outcomes and provide recommendations for next steps.

• POC Planning & Deployment - Prioritize, rationalize, and select pilot workload, as well as planning for telephony integration. Execute Amazon Connect POC, configure contact flows and IVR, define success criteria, and analyze KPIs and metrics.

• Optimization - Validate impact of Amazon Connect, iterate on strategy and execution, and provide feedback and best practice recommendations for optimization. Build on top of existing workloads to elevate reporting, data and analysis, and customer experience insights.