How Service Cloud Voice and Amazon Connect Are Changing Global Contact Centers
About this company
Focusing on empowering families to take control of future education costs, this public sector company provides families with the ability to save for future college expenses through saving plans. Focusing on affordability and accessibility, they help families invest in future educational plans while maintaining financial responsibility.
Migrating their IVR, on a deadline
The scale of this contact center is substantial, with over 1,500 phone numbers and customers spread across the globe. Any new solution had to manage different languages, complex routing rules, and varying hours of operation. On top of that, there was a strict deadline that required a phase with no disruptions for customers which had to be completed quickly without disrupting the flow of their customer service.
A Scalable Solution
Working closely with Salesforce and AWS, NeuraFlash built a dynamic IVR on Amazon Connect integrated with Service Cloud Voice. AI capabilities like real-time transcription, intent-based routing, and Agent Assist were added to make the experience even smarter for both customers and agents. And because everything is cloud-native, the system can scale instantly during peak seasons.
The benefits are already noticeable. Agents are focusing on more complex issues instead of simple FAQs. Leaders can adjust settings on their own, which saves time and reduces operational costs. Customers are experiencing faster resolutions and smoother call flows.
A modern contact center from Voice to Agentforce
Amazon Connect delivers flexible cloud telephony, while Service Cloud Voice brings the full customer view directly to agents. Together, they form a modern voice solution built for future generative AI advancements, including advanced AI for telephony, voice analytics, and intelligent automation. With an investment in Agentforce, this company is modernizing its contact center across every digital channel, delivering exceptional customer service while boosting efficiency. AI is embedded in each interaction, driving higher adoption and reducing operational costs. This powerful combination is shaping the future of voice and keeping enterprises ahead of rising customer expectations.
NeuraFlash - the leading AWS and Salesforce Partner
With a strong history as both a leading voice partner and a top implementation partner for Amazon Connect and Agentforce, NeuraFlash is uniquely positioned with deep expertise across both platforms. We are one of the few partners capable of seamlessly integrating these technologies to build holistic, turnkey solutions that deliver tangible outcomes, fast ROI, and scalable systems that grow with your business.
On top of the measurable success achieved through Service Cloud Voice and Amazon Connect, this organization is continuing to advance its entire contact center strategy not just modernizing voice, but embracing Salesforce’s full AI capabilities. With NeuraFlash’s continued guidance, they’ve expanded their use of Einstein Bots and Agentforce, deflecting 56% of chats and resolving 95% of tier-one inquiries through self-service demonstrating a commitment to intelligent automation at scale.
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