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