AWS has collaborated with Vocus, an Australian fibre and network solutions provider, who announced it has migrated its contact centre platform to Amazon Connect.
The simple, scalable cloud contact centre platform on Amazon Web Services (AWS) will help the company deliver a more personalised digital experience for its customers.
Vocus recently consolidated five disparate call handling platforms with 200 team members into a single platform using Amazon Connect to support customers in Vocus’ Enterprise, Government, and Wholesale business.
The news comes as Vocus was recently acquired by a consortium comprised of Macquarie Infrastructure and Real Assets (MIRA).
Vocus’ contact centre solution offers 24x7 assistance for customers such as sales enquiries, customer care, and technical support and by moving to Amazon Connect, the firm can now consolidate customer information across multiple platforms, while providing team members with a 360-degree view of customers.
Vocus general manager of digital and customer experience Brady Jacobsen said: “Vocus’ Future State program is transforming the way our customers interact with us. While our Vocus support team members will remain central to service delivery, we are focused on giving enterprise and government customers the choice of self-serving digitally via a richer online experience and through our support teams."
"The pay-as-you-go pricing model of Amazon Connect will also help us to reduce our annual contact centre telecommunications spend, allowing Vocus to invest back into the business and focus on delivering digital solutions providing our customers with a richer experience and a great level of control.”
Mr Jacobsen added the company will continue to seek innovative ways to deliver a leading service experience for customers, and this means increasing their control, and offering digital self-service offerings to ensure their interactions can be resolved quickly.