Global manufacturing conglomerate drives exceptional advancements with Amazon Connect and Service Cloud Voice
After a highly successful bot project, NeuraFlash, Salesforce, and AWS are partnering to move this manufacturer's global call center from NICE InContact to Service Cloud Voice, powered by Amazon Connect. With a contract conclusion soon approaching and a eagerness for innovation, a dynamic IVR with multiple language options and flexible operating hours is being developed. NeuraFlash is bringing innovation to the table, creating a tool for them to manage configurations for agent locations, available languages, and more. This will allow the business leaders to set hours of operation, adjust menu options, and apply language settings easily, simplifying their processes, saving time, and reducing costs.
The Beginning of the Automation Journey
After experiencing remarkable operational improvements as a result of their investment and collaboration with NeuraFlash in implementing an Einstein bot, this global manufacturing leader acknowledged the advantages of incorporating automation into their operations. In addition to achieving a 56% deflection rate, they were able to resolve 95% of their 'tier one' help chat inquiries through self-service alone! These efficiency gains served as a catalyst for them to seek out further enhancements.
Operating out of an old, clunky IVR (NICE InContact), they worked with NeuraFlash to define this as an area for additional efficiency increases. Amazon Connect and Service Cloud Voice were the perfect solution for building on their ability to innovate and connect their contact center seamlessly, tapping into new potential for growth and cost savings.
Finding greater savings
NeuraFlash, through their strong previous relationship with this business, was able to dive into their contact center, looking for future places to enhance and drive greater savings and ROI. As a well-established partner in the AI and automation space, our team utilized our expertise to successfully uncover areas for optimization and savings.
A complex IVR with a quick turnaround
With a vast contact center spanning over 84+ countries and boasting 1500 numbers for both inbound and outbound dialing, this manufacturer, a renowned global conglomerate, requires a partner capable of handling their complex requirements. NeuraFlash, with its expertise in developing dynamic Interactive Voice Response (IVR) systems, is the perfect choice for the job. To accommodate the extensive scale, we are implementing our new system for them in a phased approach based on location and additional key factors.
The solution encompasses various components such as language options, customized routing logic, IVR prompts, and operational hours integrated within the IVR. By automating common inquiries and enabling agents to focus on more complex customer requests, we aim to redirect users who can easily find answers through self-service. The urgency of these changes is evident, as the approaching deadline of October 1 motivates a significant amount of effort for a successful implementation.
Executing flawlessly requires a capable partner, and NeuraFlash fits the bill perfectly. With our valuable expertise, extensive intellectual property, and a company culture dedicated to consistently exceeding expectations and delivering exceptional results, we have emerged as the preferred choice and are looking forward to continuing the work ahead.
AWS: The value of a flexible platform
Recognizing the significance of maintaining control over their intricate IVR and telephony system, the manufacturing business leaders sought a solution that would meet their needs, and Amazon Connect resulted as the perfect choice. NeuraFlash created a user-friendly interface which was developed to empower them in effectively managing their configurations. This interface grants valuable insights into agent locations, language availability, and more. By implementing these tailored configurations and custom interface, they gain the ability to efficiently manage their system and drive innovation at an accelerated pace.
Transforming from a solid contact center to a contact center leader
They are not only reaping amazing operational advantages from the initial releases, but they are also solidifying their position as a frontrunner in the industry through their investment in Cloud Native. This advanced technology enables dynamic scaling and seamless integration of customer-focused Natural Language Understanding (NLU) IVR with Salesforce, offering a comprehensive Customer 360 experience and Agent Assist functionality. Furthermore, real-time transcription and other cutting-edge features are available on platforms that continually innovate and expand technical capabilities.