Perficient Helps NIPR Migrate its Contact Center to AWS
“Amazon Connect helps us give our customers powerful new capabilities at speeds that were unimaginable with traditional telecom systems.”
Lindsey Doub, Business Development Executive at Perficient
When it comes to contact center technology, Perficient is among the most experienced providers in North America. For more than 10 years, it has helped customers of all sizes, architect, build, migrate, and manage contact center solutions. Naturally, it has kept up with advancements in cloud technology—especially Amazon Connect, which runs on Amazon Web Services (AWS). The company regularly partners with AWS to host Amazon Connect boot camps, meetups, and Tech Talks across North America—and creates integrations between Amazon Connect and third-party technologies.
Lindsey Doub, business development executive at Perficient, has seen the results in her customers’ businesses. “Amazon Connect enables contact center teams to make changes in minutes rather than days,” she says. “Once it’s set up, they don’t have to go through IT to improve call flow, and they can easily implement AI-driven automation. Plus, they get the data they need to drive continuous improvement.”
This deep expertise in Amazon Connect was attractive to NIPR when it was looking to move its contact center to the cloud. NIPR fields more than 20,000 calls each month in its contact center—and when insurance producers are on hold, they’re not helping customers, building their businesses, or improving their knowledge.
NIPR had many ideas for improving customer service, but its on-premises telephony infrastructure put the brakes on innovation. “We had a lot of features available, but they were too complex to implement,” says Dennis Wilson, director of technology at NIPR. Additionally, its contact center didn’t scale effectively with its needs. Call volume is heavier toward the end of each month, but it had to commit to seat licenses for a full year, paying for peak capacity regardless of utilization.
The lack of flexibility prevented the team from using its human resources to the fullest. “We had other staff who could service calls, but having them assist meant making a request to the support team,” says Wilson. “Once the configuration change was made, we would have already lost the customers.” The company was on the lookout for agile, easy-to-use, scalable technology that would further its mission of service.
Using Amazon Connect, Perficient stood up the new contact center solution for NIPR in only three weeks. “Amazon Connect is so easy to use that NIPR ended up taking 100 percent of its calls through the system on the first day,” says Doub. After a few more tweaks, NIPR was using Amazon Connect full-time within six weeks—half of the three months it had originally allotted for the move.
Amazon Connect is as powerful as it is simple. “Amazon Connect helps us give our customers powerful new capabilities at speeds that were unimaginable with traditional telecom systems,” says Doub.
Perficient helped NIPR make its ideas a reality using capabilities such as Amazon Lex, a conversational interface closely integrated with Amazon Connect, and AWS Lambda serverless computing. “Using Amazon Lex, we enable callers to get immediate responses to common questions such as ‘What’s my producer number?’ without having to wait in line or talk to an agent,” says Wilson. “They simply speak or type in relevant information, and Amazon Lambda looks it up in our on-premises database.”
Perficient’s expertise helped NIPR take its ideas even further. “We built a custom agent console that shows agents’ previous interactions with the customer,” says Doub. “This helps NIPR provide consistent, personalized service.” Perficient also built tools to automatically generate support tickets, saving agents up to a minute and a half on each call—which adds up quickly when each agent takes an average of 70 calls per day.
As it had with many customers in the past, Perficient used Amazon Connect to put the power of the contact center in the hands of those closest to it. NIPR can make changes to the call flows, metrics, server characteristics, and more.
The rich data provided by Amazon Connect through the custom console built by Perficient gives agents and managers complete visibility into call queues, staffing levels, and other information. “That level of transparency helps agents improve over time, and requesting additional staff is a lot easier when you have data to demonstrate the need—information we can easily pull from Amazon Connect,” says Valeria Williams, customer experience director at NIPR.
Perficient used its expertise with AWS cloud services to help NIPR optimize the costs of its solution while scaling to meet customer needs. “With Amazon Connect, we are able to scale up our staff as needed—and use automation to help a large proportion of customers,” says Mike Turpin, customer experience manager at NIPR. “If someone is on hold for a while, they can schedule a callback. Agents can take calls anywhere, so when those Midwest winters hit, we can still serve customers.”
By partnering with Perficient to migrate its contact center for the cloud, NIPR has achieved the improvements it long sought—and opened up new possibilities for the future. “We’ve seen customer satisfaction ratings go up, and we are assisting 19 percent more customers with the same number of agents. That’s success by anybody’s definition,” concludes Williams.
Learn more about Amazon Connect.
The National Insurance Producer Registry (NIPR) is the national repository of insurance producer licensing information in the United States. As a unique public-private partnership, the NIPR supports the work of the states in making the producer-licensing process more cost-effective, streamlined, and uniform for the benefit of regulators, the insurance industry, and the consumers they protect and serve.
NIPR had many ideas for improving customer service, but its on-premises telephony infrastructure put the brakes on innovation. The lack of flexibility prevented the team from using its human resources to the fullest. NIPR decided to move its contact center to the cloud.
Using Amazon Connect, Perficient stood up the new contact center solution for NIPR in only three weeks.
By partnering with Perficient to migrate its contact center for the cloud, NIPR has achieved the improvements it long sought—and opened up new possibilities for the future. The company has seen customer satisfaction ratings go up and they are assisting 19 percent more customers with the same number of agents.
Perficient is a leading digital transformation consulting firm serving enterprise customers throughout North America with digital experience, business optimization, and industry solutions. Perficient’s professionals serve clients from a network of offices across North America and offshore locations in India and China. It has deep expertise in the Amazon Connect cloud-based contact center solution. Perficient is an Advanced Consulting Partner and an AWS Public Sector Partner in the Amazon Partner Network (APN).