The Challenge
As an emergency assistance provider, the single biggest problem for Agero was the overall reliability and resiliency of their infrastructure, enabling them to respond quickly in the event of a system outage. An outage within Agero’s environment would have enormous downstream impact for their customers. Also, as their entire business is predicated on supporting emergency situations, an outage would have a profound effect on their ability to support their customers when they’re most needed. In addition, Agero did not have the ability to handle major spikes in traffic with an overflow capability to hand off calls to an automated service. As such, Agero’s support staff became inundated when a major situation arose e.g. inclement weather, disaster, etc. Based on a new partnership with KIA Motors, their stringent service and system continuity requirements meant that Agero had to completely redesign their environment. Major improvements to support failover and system continuity, along with expansion, were required to deliver the necessary service levels to KIA.
The Solution
Working with VoiceFoundry, a TTEC Digital company, Agero successfully deployed Amazon Connect to support the Customer Helpline at KIA Motors NA Operations. Agero was able to meet the KIA requirements and provide overflow call routing and failover support to Agero agents or an automated service within minutes in order to maintain support levels in a system impacting event. In doing so, Agero continued to follow their path of “powering the next generation of software-enabled driver safety services and technology, pushing the limits of big data to transform the entire driving experience and making driving smarter and safer for everyone.”
The Results
Flexible Integration
An open platform that was easy to integrate with other systems such as a CRM solution meant that the team of Amazon Connect and VoiceFoundry were the best contact center providers for the job. Existing legacy Agero solutions were quickly adapted to work with Amazon Connect.
Reliable
Agero has a focus of always being the partner of choice, which meant that a consistent and dependable interface with their customers was necessary which blended well the innovative and rock solid Amazon Connect platform.
Painless
Our teams strive to disprove the notion that software technology projects have to be complicated and painful. Customers can be assured that design and deployment are efficient and effective resulting in a better customer experience.
