Migration to Amazon Connect from AirCall
Amazon Connect is revolutionizing the customer service domain. Recently we completed a migration project for a customer where we migrated their existing call centre from AirCall to Amazon Connect. Customer requirement was to integrate their existing shopify store & Recharge payment gateway solution with Amazon Connect with Amazon Lex functionality.
About Customer
Customer is a vegan product that provides live nutrients from fruits, vegetables, probiotics, enzymes and omega oils to boost your dog’s food and health. For their customer service they were using AirCall, with a number of challenges the company decided to migrate to Amazon Connect. Octavebytes was contacted to migrate their callflows & provide integration with their existing Shopify store & Recharge payment gateway.
This integration empowers customers to seamlessly update Credit Card info, manage subscriptions, and modify addresses via IVR, with no agent intervention required. Additionally, customers retain the option to connect with an agent whenever necessary.
- Effortless Card Updates: Customers can securely update their Credit Card details using the IVR, eliminating manual input and enhancing security.
- Integration with Shopify: Using Amazon connect Customer profiles agents are able to view the customer data from Shopify.
- Subscription Control: IVR-driven subscription management enables customers to independently subscribe, unsubscribe, or modify deals and products.
- Swift Address Changes: Streamlined address updates via voice commands provide convenience and efficiency.
- Seamless AWS Lex Integration: Leveraging AWS Lex, customers experience natural language interactions, simplifying engagement.
- Agent Connectivity: While self-service thrives, customers can seamlessly transition to agent-assisted communication whenever desired.
- Call Blocking for abusive Customers: Identify known customers, access call history, and recordings. Block or redirect hostile callers for smoother operations.
- Call Tagging: Customizable tags for categorizing calls by issue, segment, or agent. Streamline tracking and reporting for better insights.
- Agent Availability Status: Expand agent status options to include Break, Lunch, and Unavailable for improved scheduling and resource management.
- Call Assignment: Empower supervisors to assign calls to specific agents, optimizing call distribution based on expertise and workload.
- Real-Time and Historical Metrics: Access real-time data for immediate adjustments and historical metrics for long-term insights, enabling data-driven decisions for improved performance.
Benefits:
- Empowerment: Customers enjoy greater control, efficiently managing subscriptions and data with ease.
- Operational Efficiency: Automated processes reduce manual workload, allowing agents to focus on complex tasks.
- Real-time Updates: Instant synchronization of IVR changes ensures accuracy across systems.
- Time & Cost Savings: Streamlined procedures translate to save time and reduced operational costs.
- Scalability: Adaptable integration caters to increased customer demands while upholding service quality.
Benefits
The synergy of Amazon Connect, Shopify, and Recharge Payment redefines customer interaction. Enabling Credit Card updates, subscription management, and address changes via IVR underscores a customer-centric approach. This integration encapsulates modern engagement: user-friendly, efficient, and always flexible. Customer is able to provide better customer experience to their customers.