Executive Summary
A leading property management company needed to upgrade its outdated contact center system rapidly. Accelerize 360 implemented Salesforce Service Cloud Voice (SCV) and Amazon Connect, creating a unified, cloud-based platform that enhanced agent performance and customer satisfaction. SCV’s AI-driven call routing and real-time insights, coupled with Amazon Connect’s scalable infrastructure, significantly improved both operational efficiency and customer experience while reducing costs.
Urgent challenges required rapid solutions.
- Expiring Legacy System
The company’s outdated system had less than two months before expiration. - Disconnected Systems
The existing telephony system wasn’t integrated with Salesforce, limiting real-time insights and dynamic call routing. - Limited Analytics
The company lacked access to key KPIs, including AHT, agent performance, and customer satisfaction, hindering operational decisions. - Customization Constraints
The old system was inflexible and expensive, unable to evolve with the company’s growing needs.
SCV and Amazon Connect: A unified, cloud-based solution for scalability and success.
Accelerize 360 integrated Salesforce Service Cloud Voice (SCV) and Amazon Connect to create a flexible, cloud-based telephony system. SCV’s AI-powered smart routing ensured calls were directed to the most suitable agent, while real-time insights allowed for better decision-making. Amazon Connect’s scalable cloud infrastructure enabled the company to grow without costly hardware investments.
Key Contributions of SCV and Amazon Connect
- Smart Call Routing
AI-driven routing connected customers with the right agent for faster resolutions. - Real-Time Insights
SCV provided critical data to improve agent performance and customer experience. - Scalability
Amazon Connect's cloud infrastructure allowed the company to scale seamlessly.
Fast, efficient implementation with zero downtime.
Accelerize 360 delivered the full solution in just two months, from discovery to go-live. The system was designed to integrate smoothly with the company’s Salesforce platform without interrupting operations.
Steps in the Implementation Process
Discovery and Planning (1 week)
Assessed system needs and outlined a customized integration plan for SCV and Amazon Connect.
Integration and Customization
Connected SCV and Amazon Connect to Salesforce with AWS Lambda, ensuring seamless data flow.
Go Live
Deployed the solution with zero downtime, allowing for a smooth transition from the legacy system.
Measurable results that transformed the company’s contact center.
Key Performance Indicators (KPIs)
Cost Savings
Significant reduction in both CapEx and OpEx.
Improved Agent Efficiency
AI-driven call routing reduced AHT and improved abandonment rates.
Enhanced Customer Satisfaction
Higher CSAT due to faster issue resolution and personalized service.
Better Real-Time Insights
Managers used real-time analytics for smarter staffing and agent training.
Data-driven decision-making powers efficiency and growth.
The company’s new cloud-based contact center enabled scalable, real-time decision-making. SCV and Amazon Connect optimized agent workflows, enhanced customer experiences, and provided managers with the data needed to continuously improve performance.
Efficiency Gains
Faster Response Times
AI-driven routing cutscustomer wait times.
Optimized Staffing
Real-time data aids staffing adjustments.
Improved Training
Performance data enables better coaching.
Looking ahead: AI, predictive analytics, and Agentforce for a smarter future.
Future Plans
With the data foundation established, the company is now positioned to leverage cutting-edge tools like AI-driven chatbots and predictive analytics to continue transforming their operations. Their next steps include integrating Agentforce, a powerful solution designed to further enhance agent performance and customer engagement. By utilizing Agentforce, the company will gain access to deeper insights into agent productivity, automating routine tasks, and optimizing customer interactions for even faster response times.
Additionally, the company plans to integrate AI chatbots to handle routine inquiries, allowing agents to focus on more complex customer issues, while predictive analytics will streamline staffing, resource allocation, and operational decision-making.
Ready to transform your contact center operations?
Contact us today to discover how Accelerize 360 can help you build smarter, faster, and more scalable solutions with tools like Salesforce Service Cloud Voice, Amazon Connect, and Agentforce.
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