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T-Systems approved for Amazon Connect Service Delivery

T-Systems’ gains AWS specialization for contact centers — Amazon Connect — strengthening our managed services portfolio 

January 04 2022Carlos Olmedilla

New working models for call centers

Almost overnight, the global pandemic compelled traditional brick-and-mortar call centers and contact centers to adapt to new ways of working. Many are turning to Amazon Connect.

In its drive to become world’s most customer-centric company, Amazon originally created Connect to support its retail customers. T-Systems Iberia has recently achieved service delivery recognition for Amazon Connect, which reinforces its expertise in delivering world-class contact center capabilities.

A complex and challenging landscape

Meetingroom with a person participating digital

Many contact centers use a combination of at-home and on-site employees and contracted workers. Against a backdrop of growing call volumes and digital traffic, rising customer expectations, and vast consumer choice, every customer interaction matters. The quality of those interactions – which may involve multiple touchpoints across numerous channels and data sources – can make the difference between customer retention and attrition.

Seamless customer service calls for intuitive digital experiences, straightforward access to agents, and real-time resolutions. To enable informed decision-making, agents require immediate access to accurate information, on-demand guidance from supervisors, and appropriate escalation points. 

A modern contact center should navigate customer sentiment, surface the right insights at the right time, achieve enterprise-scale efficiency with work-from-anywhere agility, and empower personnel to do their best job, regardless of location.

What is Amazon Connect?

Amazon Connect provides a frictionless omnichannel experience for voice and chat and is 100% cloud-based, so there are no hardware requirements. Call Center agents require only an internet connection, screen, and headset and interact with customers through a user-friendly graphical interface.

Connect enables Interactive Voice Response (IVR) and chatbots. When a customer needs to speak with an agent, skills-based routing rapidly connects them to the appropriate person. An open platform, Connect offers easy integration with other enterprise applications, such as ServiceNow, Salesforce, and AWS services.

By leveraging business intelligence (BI), Amazon Connect delivers rich analytics and metrics for real-time and historical insights into customer issues and operational performance. Contact center managers can improve the customer experience, increase agent utilization, and decrease wait time costs. 

Pricing is a simple pay-as-you-go model with no per-seat fees or long-term contracts.

One Way Connect improves experiences

A universal cause of customer dissatisfaction is compelling customers to answer the same questions. This can often happen when transferring a customer to another agent, and they must begin the process again.

To avoid making customers repeat themselves, agents can pass real-time call transcripts to a supervisor or other agent while transferring a customer’s call. The ease of access to current and pertinent information heads off dissatisfaction by demonstrating continuity and professionalism.  

Using machine learning, Contact Lens for Amazon Connect provides a dashboard that enables analysis of call transcripts, sentiment, and conversation characteristics for detecting issues and customer trends. Advanced conversational search enables agents to conduct fast, full-text search while on calls. It also provides alerts for live calls - for example, when a customer expresses frustration – allowing managers to quickly get up to speed and give guidance or have the call transferred to them. 

What differentiates Amazon Connect?

Woman sitting in front of a monitor wearing a headset and smiling

The elegance of Amazon Connect lies in providing everything a contact center agent needs in one interface. Built-in intelligence uses AWS’s artificial intelligence and machine learning services. These powerful capabilities deliver detailed analytics and sentiment analysis, natural language processing, and speech-to-text analytics to discover customer insights.

Connect becomes your agents’ central hub for engaging with customers via any channel: telephone, web, chat, email, messaging apps, social media, text, and even traditional fax and mail.

Other benefits include:

  • Unlike traditional solutions that can take months or years to deploy, Connect can be up and running in days
  • Connect manages the telephony for you, so there’s no need to set up connections, do capacity planning, or integrate complex carrier networks
  • Prioritize, assign, and track contact center agent tasks to completion for rapid resolution of customer issues 
  • Ease of integration with third-party systems

Amazon Connect in action

T-Systems Iberia has great expertise and experience in the Contact Center Solutions and Amazon Connect. Recently, the Iberia unit passed a corresponding audit with AWS, in order to achieve the service delivery recognition for "Amazon Connect".

One of the successful case studies in the Iberia region is the work done for Servei d’Ocupació de Catalunya (SOC), which is a part of Catalonia’s Department of Work, Social Affairs and Families. During the pandemic, its 400 agents shifted to home working, but there was nothing to facilitate teleworking.

SOC urgently required to establish an intelligent contact center so it could continue to provide vital services remotely. AWS partner T-Systems customized and deployed Amazon Connect in under two weeks.

Read case study.

Which organizations should use Amazon Connect?

Organizations that may benefit include:

  • Those with contact center legacy systems that are prone to downtime because of connectivity and network issues and need a cloud-based solution fast
  • Organizations with siloed systems involving multiple data sources and third-party solutions and want a way to bring everything together
  • Those that interact with their customers across multiple touchpoints and channels and require a holistic solution to simplify operations
  • Healthcare providers who must accelerate the adoption of telemedicine
  • Government agencies looking to deliver services in new ways for the ‘new normal’
  • Banking and financial services facing rising call volumes and growing digital customer traffic across multiple channels
  • Those with variable and/or unpredictable volume of calls, where pay-per-use pricing is appreciated to reduce costs or adjust them to real business volumes

Today, thousands of companies – with agents ranging from tens to thousands - use Amazon Connect to support hundreds of millions of customers in billions of daily interactions. 

Modernize your contact center

How Amazon Connect equips you to address your contact center challenges, improves customer experiences, and empowers your contact center agents. Topics include achieving enterprise-scale efficiency with work-from-anywhere agility and integration.

About the author
IM-Carlos-Olmedilla

Carlos Olmedilla

Partner Manager, T-Systems International GmbH

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