Venture Capital and Financial Technology Company Innovates Faster Using Amazon Connect
About the Company
Founded in 2016
Products implemented: Amazon Connect
This leading Venture Capital and Financial Technology Company is saving Retail. Through strategic acquisition, a modern technology platform and operating expertise, they turn underperforming retailers into profitable, high-performing brands. In just four years, they’ve acquired and turned around multiple well-known brands, saving over 2,000 jobs and reaching $500M in revenue.
This customer kicked off their digital journey by investing in Amazon Connect. As a business built on acquisitions of retail brands, they saw technology challenges and operational inefficiencies in brand-specific contact center silos and multiple integration points to backend systems.
Their vision is to create a consolidated contact center with blended agents across all brands, leveraging Amazon Connect to dynamically route customers to agents and provide information at their desktop to support and resolve issues quickly. Additionally, as a retailer, IVR containment and self-service using Amazon Lex is extremely important to their success.
Pursuing Scalable Growth with Amazon Connect
Amazon Connect’s skills-based routing, real-time and historical analytics, NLU-enabled IVR, and additional AI/ML powered features, along with pay-as-you-go pricing, fit the bill for this company. They weren’t trying to revolutionize their call center system with all the features upfront, but by partnering with NeuraFlash, they can build a contact center step-by-step, providing a seamless transition for their agents, and continue to roll out across all of their other brands.
As a company that values happy agents and customers, they worked closely with the NeuraFlash team to ensure a smooth migration and implementation for the first retail brand.
“It was a pretty quiet launch, which is a good thing for sure, and a quick callout to NeuraFlash, I’d highly recommend them. They run a great project and the assets they handed off were solid.”
Realizing Cost Savings and Business Improvements
Already reaping the benefits of Amazon Connect, they’ve seen a large reduction in both wait and call times. While their current CRM platform has a reputation for delivering next-level omnichannel customer support, the Amazon Connect integration, with the addition of a personalized IVR flow, takes it to another level.
By working with an implementation partner who has strong expertise in seamlessly unifying platforms, they have fully maximized the benefits from the first phase of this greater project and has already seen a 26.9% order status deflection rate, just at launch!
Now, they have:
- A Unified Platform for voice and messaging
- Full Customer History before agents pick up the phone
- Flexible Queueing & Routing of voice calls & messaging to available agents
- Multichannel Routing for blended agents
- Call Recordings & Transcriptions
Planning for Continued Growth and Innovation on AWS
Now that the migration is complete for the first brand, this customer plans to continue expanding its use of Amazon Connect to their additional brands.
NeuraFlash is an AWS Advanced Partner with extensive experience in the voice and automation space. We are passionate about helping customers leverage the power of AWS in their contact centers and provide end-to-end professional services to support customer experience transformation. Our goal: optimize the customer and agent experience