Case Study: Amazon Connect
29%more service capacity
2wksintegration set-up time instead of 12
80hrsreduction on monthly analytics timeClient background
The client simplifies how consumers shop for home services. Their marketplace connects consumers with the best possible providers and plans available in their respective areas. Through hundreds of telecom/broadband partnerships and in-depth research, the client has built a trusted online business that enables consumers to make informed decisions.
Business challenge
HGS Inc. is a global leader in providing client contact centers. It has over 37,000 employees across 60 delivery centers, serving nine industry verticals. The contact centers run a collection of on-premises systems and telephony services that are expensive and time-consuming to maintain and do not scale easily. Since many customers experience seasonality in their call volumes, HGS Inc. must carry excess capacity in order to handle spikes in demand.
Additionally, each client runs its own CRM system that must be integrated with the contact center’s platform before services can begin. This process can take as long as 12-14 weeks even for a straightforward contact center operation.
To reduce their infrastructure costs, improve their service offerings, and accelerate time-to-value for their customers, HGS Inc. needed a cloudbased solution that would work within different customer environments. The solution needed to support agents from multiple locations, enable disaster recovery (DR) scenarios, integrate easily with various CRM providers, handle spikes in demand—all while enabling faster innovation for future demands.
The solution
From on-premises to Amazon Connect
HGS Inc. worked with HGS Digital, a wholly-owned subsidiary and consulting arm that transforms customer care centers through digital and technological services, to move from their legacy on-premises systems to Amazon Connect, an intelligent omnichannel contact center that helps provide a new way to elevate customer care experiences.
Amazon Connect
Amazon Connect works seamlessly with other Amazon services, including Amazon Redshift, Amazon SageMaker, Amazon Lex, Amazon Polly, and Amazon Lambda.
Amazon analytics
Incorporating the power of Amazon’s analytics capabilities, combined with artificial intelligence (AI), and machine learning (ML), HGS Inc. gained a cloud-based, API-friendly, scalable, cost-efficient solution to manage its customer care center needs.
Results
HGS Digital helped HGS Inc. consolidate its on-premises systems on Amazon Connect which enabled them to reduce time-to-value, improve call quality and customer service, and drive operational efficiencies.
Faster time-to-value and innovation on a modern, cloud-based system
Amazon Connect allows for easy integration with CRM, HR, and other systems. It works with existing APIs, which has reduced the average set-up time from 12+ weeks to two weeks. By integrating Amazon Connect with other AWS services, customer contact centers are entering a new era of innovation in which it’s possible to test, build, and deploy new features faster than ever before.
Improved call quality and customer satisfaction through intelligent services
Using the AI and ML capabilities of Amazon Lex and the text-to-voice services of Amazon Polly, HGS Inc. automatically routes calls to the best channel—whether that is an agent or an automated solution. It also provides agents with relevant prompts that help improve call quality. As a result, HGS Inc. has increased the number of calls it can handle by 29 percent, increased call quality 20 percent, and raised their customer satisfaction (CSAT) score more than 40 percent.
Increased operational efficiencies using AI/ML to generate automatic insights
HGS Inc. has developed an innovative contact center analytics platform called PULSE that integrates Amazon Redshift for cloud data warehousing and Amazon SageMaker for ML and analytics. This platform streamlines reporting, cuts 80 hours of analyst time per month, and improves client efficiency by 40 percent.
“In 2019, we created over 500 distinct manual reports 33,000 times. Each report took 8 hours to build. Using AWS infrastructure, we developed a dashboard that replaces all those reports with automatic, real-time updates.”
— Yasim Kolathayil, VP of HGS Digital
