In response to the deadly natural disasters the summer of 2017, the Red Cross was in urgent need of expanding their call center to receive and respond to thousands of desperate individuals and agencies – and they needed a resolution quickly. The Red Cross needed to augment their call center to receive and respond to calls from thousands of individuals and agencies located in three different geographical areas. The focus was to create a minimal yet viable solution that could begin adding value quickly. The project had to be developed and deployed in a matter of hours, not days or months. In addition, volunteer agents needed to be trained to handle the overflow of highly emotional phone calls.
Overnight, the Red Cross assembled a team led by VoiceFoundry, a TTEC Digital company, that included specialists in the implementation of Amazon Connect, a self-service cloud-based contact center service. Within 48 hours, a new call center was in operation with new phone lines, established call routing rules and newly trained agents – a process that would normally have taken 4-5 months.
AWS Connect quickly scaled to handle calls from those in need. Scalability enabled the ability to connect heroes faster.
Rapid response is necessary in a disaster and VoiceFoundry was able to step in, analyze the challenge, recommend and then implement the solution in a matter of hours, rather than days.
A passion for customer experience mixed with expert knowledge of AWS Connect, enabled us to assist the Red Cross in their vision of serving those in need quickly and effectively.