The challenge

Looking for a more flexible and self-sufficient business methodology, AWS HR Services chose to migrate from its existing solution to Amazon Connect to support inbound and outbound call traffic. The existing platform  did not provide the flexibility needed to operate as an independent and self-reliant department.

Our client wanted the ability to be flexible and rapidly deploy changes on the fly without need for outside support. Generally, they wished for a “like-for-like” functionality, while also improving support of 800 associates for their U.S.- and Canada-based calls out of Amazon’s Costa Rica and India call center locations.

The solution

VoiceFoundry, a TTEC Digital company, successfully completed four major projects to fulfill the requirements presented by the challenges. The migration of the AWS helpdesk functional business unit was successfully completed, moving from the existing solution to Amazon Connect cloud-based service.

A Salesforce connector was enabled, allowing the support for associate screen-pop, click-to-dial, the ability to post call information to a Salesforce Case as well as support for pre-built queries to create, look up, and/or update Salesforce Objects. All existing AWS HR Services call flows were transitioned to Amazon Connect. And finally, the VoiceFoundry team was able to demonstrate the advantages of the Amazon Connect solution as a contact center platform, including its flexibility, availability, level of integration points, global utility and more.

The results

Self-service interface
Amazon Connect provides a graphical interface that makes it easy for nontechnical users to design contact flows, manage associates, and track performance metrics, exactly what HR Services needed. The drag-and-drop Contact Flow Editor allows the creation of contact flows that define effective and efficient customer interactions without any coding.

Scalability
The onboarding of tens of thousands of associates is possible with Amazon Connect so when HR Services is ready to expand into other geographical regions or increase the services provided to employees, the solution is ready to grow.

Adaptability
Creative and innovative projects are part of the overall AWS culture. HR Services is primed to adapt to the needs and opportunities that is part of the day-to-day operation of the business with the adaptable Amazon Connect.