Intelligent Call Centers – Elevating customer touchpoints


Intelligent Call Centers – Elevating customer touchpoints

It is essential for companies to establish robust communication channels with their clients, and clients to their service providers. In the digital era, it's a matter of speed, agility and meeting customers' quickly changing needs. To provide a higher level of responsive service to Dentsu Aegis Network (DAN), we transformed their on-call telephony system into a call center using Amazon Connect. 

DAN’s telephony system was created to help address the technical needs of their global clients, requiring around the clock service. Connecting clients to the right on-call agent involved a high level of intervention, manually redirecting incoming calls for the receiving agent. Human error and the “switchboard” design of the platform lead to the system not being able to distinguish between a business day, and a national/bank holiday. Agents were receiving calls during their national holidays, while clients’ needs and requests were not being addressed. A more intelligent and process-defined platform was needed to reinvent and redefine DAN’s after-sale user experience.

Considering the situation, areas of needed improvement, and the expertise of our teams lead us to opt for Amazon Connect as an intuitive and affordable cloud-based contact center with rich data integration potential. We created a toll-free virtual number and leveraged our strengths on AWS to define workflows for the entire call center solution. We understand that to provide a seamless call center experience, Amazon Connect must be effectively integrated into an entire AWS ecosystem. AWS Lambda allowed the platform to interface with other systems such as ERP to determine if a day is a business day or national holiday, if business hours were open, and which agent is on duty.

The service can be further elevated by call transcription, real-time sentiment analysis and programmatic calls. End users now enjoy a free call-to-service center, with better reactivity and problem-solving ability, while intelligent routing can integrate services like virtual agents to interact with clients, while similarly feeding into the enterprise Customer Relationship Management (CRM) system. Enabling innovative digital services like Amazon Connect helps us meet customer expectations, reducing processing time and allowing our agents to deliver true value. 

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