Case Study: Amazon Connect

Increasing contact center productivity 29% by migrating to Amazon Connect with HGS Digital

Overview

HGS Digital helped client and parent company, HGS Inc. optimize its IT footprint, adopt utility-based pricing, and add analytics and AI for enhanced services. HGS Inc. migrated its contact center from a collection of on-premises systems and telephony services to Amazon Connect, an omnichannel cloud contact center. As a result of the move, HGS Inc. was able to serve 29 percent more customers, partly by using intelligent voice services such as Amazon Lex and Amazon Polly to improve agent routing, and by leveraging AI insights through Amazon SageMaker, to better anticipate questions and improve agent productivity.

29%more service capacity

2wksintegration set-up time instead of 12

80hrsreduction on monthly analytics time

Client 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

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