Full Potential Solutions Delivers Breakthrough Results with Amazon Connect

The Challenge:

When it comes to implementing and supporting Amazon Connect, there is a huge expertise gap between the legacy telephony system engineers who have little or no experience in Amazon Web Services (AWS) technologies and an AWS systems engineer who has little or no experience with contact centers. Much of the time, the decision to buy Amazon Connect is made by a line-of- business owner and assigned to one of the above to implement it. In most cases, neither group is able to deploy a good solution on their own because they lack the cross-domain expertise. What’s more, ongoing troubleshooting and maintenance can become a daily chore. The result is often a contact center implementation that doesn’t properly accommodate customer service processes, leading to poor business outcomes.

About Amazon Connect:

Amazon Connect is a revolutionary contact center automation technology that can be integrated into virtually any existing system to route customer information to the agent even before the agent gets the call.

It incorporates natural language chatbots, interactive voice response (IVR), and automated customer voice authentication to deliver exceptional customer service.

Its pay-as-you-go pricing is beneficial to companies with contact centers that experience strong seasonal surges.

The Full Potential Approach:

The Full Potential team has years of experience implementing call center protocols and technology to improve processes, offer access to the right information at the right time and deliver on the promise of customer experience excellence across many different industries including retail, ride sharing, insurance, and financial services. As an AWS Select Consulting Partner, Full Potential has the expertise to not only implement Amazon Connect in an existing environment, but also to provide ongoing maintenance and support. One unified user interface makes it easy to manage the more complex features of the product without requiring the user to have a deep knowledge of AWS or the contact center. Full Potential’s Amazon Connect offering is available as a bespoke professional services project or, as a subscription service.

Full Potential Amazon Connect Expertise:

• AWS Select Consulting Partner

• Omnichannel customer service implementation

• Automated outbound dialing

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Case Study: Amazon Connect for Fintech Unicorn

Company:

This Fintech unicorn expedites international cash transfers across 135 different countries. The backend process to complete these transfers is complex given differences in banking processes, procedures and regulations. One small glitch can hold up the process and send the customer to the contact center for resolution. Timing is critical since many of these transfers involve family members sending much needed funds to relatives back home.

Growing Pains in a Complex Offering

As the company grew rapidly, the technology and systems within the contact center weren’t sufficient to handle increasing complexity and much higher volume. Issues started to escalate, including:

• High Abandonment rates

• Improper routing caused high wait times and multiple transfers

• Subpar performance from agents on KPIs across the board

• Inability to drill down into data to understand “why” and “what to do”

• Lack of unified data from different sources

• Inconsistent, inaccurate metrics across dashboards

• Reports update daily/weekly instead of intraday

Furthermore, no individual or internal team had the right expertise to see the whole picture and create integrated architecture to solve the problems. Resources and skills were needed across many different functions including expertise in designing a system to meet the specialized needs of the contact center.

Big Picture Thinking with Hyper Attention to Detail

As leading experts in customer engagement solutions, BPO (Business Process Outsourcing), and the technologies that support the contact center, the Full Potential team worked in consultation with the client to apply the diverse skill set required to design and implement a solution that addressed the challenges for customers, agents and the internal technology team.

Due to the complexity of the business and the uniqueness of each customer’s needs, it was particularly important to get the Amazon Connect component right so agents would be empowered to quickly understand the customer’s circumstances and take action to keep the transfers flowing through the system.

The Full Potential team started with the data. They integrated and translated data from multiple sources including:

• Transaction systems

• Customer databases

• Internal case management systems

• Unique fraud workflows

• Workforce management tools such as Teleopti

• and more…

By tightly integrating the data sources, all data could be seen in real time and presented in a Salesforce instance that was customized for this company’s particular needs.

The Salesforce instance was designed with three primary things in mind:

Maximize agent efficiency and accuracy

Improve customer experience via self-service and accurate work delivery

Integrate internal systems to deliver work to agents accurately and quickly while showcasing the full customer journey.

A simplified interface was designed to present only relevant data so associates could serve customers as quickly as possible. Customer experience was also improved by presenting accurate self-service help articles as quickly as possible, leveraging conversational AI to identify customer intent quickly. per Attention to Detail

The Results

• Improved agent productivity by 20%

• Improved time to firsttouch & resolution by 24%

• Increased caseshandled/hour by 11%

• Reduced canceled transactions by 30%

• Increased FCRand CSAT by 25%

• Reduced cost ofcustomer service by 40%

Full Potential Solutions empowers companies to forge more profitable customer relationships by applying a values based and data driven approach to everything we do. Unlike other service providers promising better services at ever cheaper cost, Full Potential Solutions puts our people first to achieve breakthrough client results. Our thriving team and advanced omni channel solutions reduce customer acquisition costs and expand lifetime value for many of the world’s leading customer first brands.