Avran supported this B2B utilities provider in transforming their Contact Centre platform.

The Challenge

Castle Water had outgrown its current customer contact and service desk solutions. To deliver industry leading customer service and to aid their strategic ambition of driving down cost to serve, they required a Contact Centre IVR and Telephony solution that could support their customer service and self-service ambitions to:

• Help reduce agent contact
• Increase the quality of response
• Reduce resolution time of queries
• Reduce the number of complaints
• Increase customer satisfaction

The Solution

Avran deployed Amazon Connect to replace the existing Contact Centre and seamlessly integrated it with the newly deployed ServiceNow customer relationship management platform. Taking secure payments is at the core of Castle Water’s business and Avran deployed a state-of-the-art PCI DSS compliant solution with both automated IVR, and agent assisted payment solutions.

Service Now CSM Integration

Avran worked closely with Castle Water and their ServiceNow delivery partner to enable integrated workflow capabilities between the two cloud platforms. Benefits of the integration include:

• Personal and dynamic IVR experiences based on data retrieved from ServiceNow via API calls
• Embedded Amazon Connect client within the ServiceNow desktop enabling users to answer omni-channel contacts through a single interface
• Inbound screen pop ups providing ServiceNow user with context of the contact. Users can rapidly access customer information including customer details and case history
• Precision call routing based on flags set in ServiceNow increasing 1st time resolution, reducing transfers, and providing an improved customer experience

PCI-DSS Secure Payment from SequenceShift

Avran worked with its trusted SaaS partner, SequenceShift, to provide a secure payment platform which takes the contact centre out of PCI-DSS scope using DTMF masking technology. An automated IVR based solution was deployed along with an agent assisted solution which allows callers to still be connected to an agent while making a payment. The platform working in tandem with Amazon Connect was integrated to several back-end payments systems to provide a robust and reliable end to end payment process including reconciliation with finance. The new platform has automated several manual processes and added an extra layer of confidence and reporting insight into the payment process.

Cost Savings

Shifting to the AWS consumption-based model has greatly reduced the telephony technology cost in comparison to the previous agent-based license model. In addition to these savings early indications are that there will be a further large reduction in voice recording costs as the Amazon Connect solution utilises cost effective S3 storage.

Innovation with Avran and AWS

Avran helps its clients develop a winning customer service strategy using the latest AWS technologies We are continuously engaged with our clients through consultancy and our managed support service to provide insight into the latest features and functionality available on Amazon Connect. Future enhancements being looked at include increased self-service for simple requests, high volume outbound communications, sentiments analysis and workforce management. We look forward to our continued working relationship and building a next generation contact centre for Castle Water on Amazon Connect.