Schurz Communications: A Case Study in Contact Center Modernization
The Challenge
Schurz sought to migrate from their existing contact center platform to a new CCaaS solution that could provide enhanced functionality and more competitive pricing. Their key challenges and desired outcomes included:
- Advanced IVR Features: The need for more sophisticated routing based on customer intent, dialed number, and hours of operation, as well as custom API capabilities and compliance.
- Omnichannel Support: A desire to unify all communication channels, including voice, chat, email, and social media, into a single platform for both customers and agents.
- AI-Driven Capabilities: The need to implement conversational AI, automated notifications, real-time agent guidance, and post-interaction summaries to improve efficiency and customer experience.
- Quality and Analytics: The objective to gain comprehensive reporting and dashboards for real-time and historical data, including automated scoring, sentiment analysis, and interaction categorization.
- Agent Empowerment: A requirement for a modern agent application with softphone functionality, screen/audio capture, PII redaction, and custom screen pops to provide a complete view of the customer.
The Solution
Schurz Communications set out to build a scalable, all-in-one contact center platform designed for long-term growth. To achieve this, the company implemented a two-phased solution powered by Amazon Connect, which serves as the foundation of its new operations. The platform integrates conversational AI through Amazon Lex and Amazon Polly to create an intelligent IVR that understands customer intent and provides fast, self-service options. All communication channels - voice, email, chat, and social media - were unified into a single, streamlined workspace to simplify agent workflows. With Amazon Q and Contact Lens, agents now receive real-time guidance and detailed insights from each conversation, supported by analytics and reporting through CloudWatch. This modern solution enables Schurz to operate more efficiently, deliver faster and more personalized service, and continually evolve its customer experience.
By adopting AWS technology, Schurz Communications now operates on a scalable, efficient, and intelligent contact center platform that positions the company for continued growth, operational agility, and an elevated customer experience.
Key Results
The move to Amazon Connect delivered clear and measurable improvements across Schurz Communications’ operations and customer experience. Highlights include:
- 30% Reduction in Monthly Costs: Shifting from a traditional licensing model with NICE to AWS’s consumption-based pricing significantly lowered ongoing costs for AI and contact center services.
- Improved Customer Experience: Faster answers, smoother interactions, and AI-powered self-service reduced wait times and increased first-contact resolution.
- Seamless Support Journeys: With AI assisting agents in real time, customers now receive more accurate, personalized support across every interaction.
Future-Ready Service: The new AWS-based platform gives Schurz the flexibility to quickly adapt to new channels and technologies, ensuring a continuously improving service experience.
