Transforming Your Contact Centre with the CX Accelerator Lab: Discovering New Service Channels and Technology Tools

Welcome back to our ongoing series focused on “Transforming Your Contact Centre into a Revenue-Generating Powerhouse with the CX Accelerator Lab.” In earlier articles, we laid out the foundational elements of the CX Accelerator Lab, your essential partner for reshaping contact centres in our current, post-COVID digital reality.

Today, we take you further down this transformative journey by spotlighting a crucial component: the discovery phase of new service channels and technology tools for your contact centre. In this article, we’ll give you a comprehensive understanding of this phase, breaking down its complexities and showcasing how it can unlock untapped potential in your contact centre.

In this instalment, we’ll zero in on the importance of technology discovery within the CX Accelerator Lab. It’s important to remember, however, that while the insights you’ll gain here are essential, they only scratch the surface of the depth the CX Accelerator Lab offers under the direction of Digital Island. For the complete, hands-on experience, we invite you to reach out to our expert team.

Context: The CX Accelerator Lab

In an environment where customer demands are continuously growing, having a flexible, scalable, and innovative contact centre is essential. The CX Accelerator Lab by Digital Island is, therefore, here to transform your contact centre into an agile, revenue-generating machine.

We do this through a series of specially designed stages, one of which is the Technology Discovery Phase, where we identify potential tools and strategies that will bring about outstanding efficiency and customer satisfaction.

The Role of Amazon Connect Services in Technology Discovery

At Digital Island, we’re not just experts in contact centre optimisation, we’re also strategic partners with Amazon Connect, powered by AWS, a global leader in cloud computing. AWS powers our Contact Centre as a Service (CCaaS) offerings, providing a robust and scalable platform that can transform your contact centre operations.

This partnership isn’t merely a corporate arrangement, it’s a strategic alignment designed to deliver the utmost value to our clients. AWS’s credentials are further bolstered by its recognition as a “Leader” in Gartner’s “Magic Quadrant for Contact Center as a Service” report. This accolade is more than an industry nod, it’s a testament to the outstanding service quality that our collaboration brings to our clients.

Why Amazon Connect?

Reliability and Scale

When you’re operating a contact centre, downtime isn’t just inconvenient — it’s costly — just one hour of downtime in a 100-agent contact centre would cost around $2,500 in lost productivity alone . Amazon Connect offers an ultra-reliable infrastructure with a global reach, enabling you to scale your operations seamlessly. Given AWS’s well-earned reputation for reliability, you can trust that your contact centre will remain operational even under extreme conditions.

Rich Feature Set

Amazon Connect isn’t just about making and receiving calls. Its feature-rich environment includes capabilities like skills-based routing, real-time and historical analytics, and voice and chat capabilities — all designed to offer a superior customer experience. These tools aren’t just bells and whistles, they’re essential components for modern, efficient contact centre operations.

Ecosystem and Integrations

In today’s interconnected world, no contact centre solution can stand alone. Amazon Connect offers a rich ecosystem of third-party integrations, from CRM systems to workforce management tools. This means that you can plug Amazon Connect into your existing tech stack with minimal disruption, creating a unified, powerful toolset for your agents.

Core Amazon Connect Services for Contact Centers

Omnichannel Support

Your customers interact with your brand through multiple channels — phone, email, chat, and social media. Amazon Connect consolidates these interactions into a single, cohesive customer profile, enabling your agents to offer personalised service effortlessly.

Intelligent Routing

Amazon Connect uses machine learning and data analytics to route customer queries to the most qualified agent, reducing wait times and boosting first-contact resolution rates. This ensures that your customers always get the best possible service.

Analytics and Reporting

As they say, data is the new oil, and Amazon Connect provides it in abundance. AI-powered real-time and historical analytics allow you to monitor KPIs, track agent performance, and identify areas for improvement. With this data at your fingertips, you’re better equipped to make informed decisions that elevate your customer service.

Customer Relationship Management (CRM) Integration

Amazon Connect seamlessly integrates with popular CRM platforms, enabling your agents to access customer information instantaneously. This not only reduces call handling times but also allows for more personalised and effective interactions.

Practical Applications of Amazon Connect in Contact Centres

Before diving into the nuts and bolts, let’s clarify why this is important for you. Amazon Connect is not just tech jargon, it’s a real-world solution designed to solve challenges in today’s contact centres. The following are just some of the tools that the CX Accelerator Lab will uncover to help businesses improve their customer experience:

Enhancing Customer Self-Service

Automated Chatbots

Today’s customers demand immediate responses. An automated chatbot, capable of handling a range of common queries, ensures that your customers are not left waiting. It’s like having an additional agent who never takes a break, allowing your human agents to focus on more complex tasks.

Interactive Voice Response (IVR) Systems

IVRs are not new, but what Amazon Connect brings to the table is an intelligent, context-aware IVR system. It’s not just about directing calls, it’s about understanding customer behaviour and needs and elevating the entire interaction.

Web and Mobile Interface

Your contact centre isn’t just a phone service, it’s a multi-platform operation. Amazon Connect’s web and mobile interfaces allow for easy engagement across various platforms, ensuring that customers can interact with your service in a way they find most convenient

Streamlining Agent Interactions

Real-Time Analytics

Your agents don’t need to wait until the end of the month or even the end of the day to get actionable feedback. Amazon Connect offers real-time analytics, helping agents and supervisors make on-the-fly adjustments for the most efficient operation possible.

Personalised Routing

Imagine a contact centre where every agent gets the type of calls they are experts in handling. Amazon Connect’s intelligent routing can accomplish just that. It’s like a matchmaker for customer queries and agent expertise.

 

Agent Assist Features

Your agents also benefit from AWS’s AI capabilities, receiving prompts and suggestions during customer interactions that can aid in resolving issues faster and more efficiently.

Where to Next for Transforming Your Contact Centre

The Technology Discovery Phase in the CX Accelerator Lab is not just a one-off exercise, it’s a continual process of learning, adapting, and optimising. With the fast pace of technological advancements and ever-changing customer expectations, your contact centre needs a robust strategy for ongoing innovation.

The CX Accelerator Lab, in partnership with Digital Island, provides just that — a comprehensive strategy grounded in real-world applications and aligned with your business objectives.

Whether you’re in the initial stages of considering a contact centre transformation or are already on the journey, the CX Accelerator Lab can be your expert guide. For a truly transformative experience, we invite you to contact our team and explore how we can unlock the untapped potential within your contact centre.

FAQs

What does the ‘Technology Discovery Phase’ entail in the CX Accelerator Lab?

The Technology Discovery Phase identifies potential tools and strategies that enhance operational efficiency and customer satisfaction in your contact centre, focusing on Amazon Connect solutions.

What is the relationship between Amazon Connect and Digital Island?

Amazon Connect powers Digital Island’s Contact Centre as a Service (CCaaS) offerings. The partnership brings recognised industry-leading services to clients, aiming to transform contact centre operations.

Why should I focus on technology discovery in my contact centre’s Discovery Phase?

Understanding and choosing the right technology, particularly Amazon Connect services, can solve real-world challenges in your contact centre, helping you unlock its full potential.

How does Amazon Connect improve contact centre operations?

Amazon Connect offers features like intelligent routing, real-time analytics, and omnichannel support, all designed to boost operational efficiency and customer experience.