Case Study
CRM-integrated contact center with Salesforce and Amazon
Implementation of a contact center in the enterprise Salesforce CRM, leveraging Service Cloud Voice functionality integrated with Amazon Connect.
Where: italy
Challenge
Our client operates more than 5,000 gas stations in Europe and offers services for smart, sustainable and increasingly digital mobility. In a data-driven world, their digital vision is based on unifying information and integrating heterogeneous systems to enable personalized and consistent customer-centric experiences across every touchpoint.
Approach
A Salesforce best practice approach was used, combined with a Waterfall but flexible methodology so as to ensure continuous alignment with stakeholders. The initial analysis allowed existing flows to be mapped and a solution directly integrated into CRM to be designed, while maintaining a balance between optimizing existing processes and requiring no changes to current procedures so as to facilitate adoption by stakeholders.
Digital Ecosystem
Solution
Digital Ecosystem
The project involved the migration of the three contact center services from Genesys to Service Cloud Voice with Amazon Connect, allowing direct integration into the Salesforce CRM already in use by the client. Omnichannel functionality was also introduced to route calls and allow operators to integrate and smooth the management of phone channel interactions.
Further activities distinct in three main macro areas are being analyzed:
-The extension of omnichannel to the other channels currently managed
-The optimization of IVR flows for the automatic creation of Cases
-Analysis of voice data by artificial intelligence and process optimization by virtual agents and generative AI.
Results
Reduced average customer wait time
Real-time transcription of LPG emergency response calls
Call monitoring capabilities
Greater control and real-time visibility to CC KPIs
Impacts
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