The world of telephony has changed remarkably over the past decade. The installation, configuration, and rolling out of a cloud-based contact center solution can now be done in a fraction of time rather than the months it used to take earlier. And it’s only going to get convenient.
Hexaware’s in-house Computer Telephony Integration (CTI) connector solution, an omnichannel contact center solution for ServiceNow leveraged with Amazon Connect, is one example. It’s a simple process to receive incoming calls and make outgoing calls right from ServiceNow. CTI connector provides a browser-based contact control panel (CCP) within the ServiceNow. This feature includes both inbound caller ID screen pop-ups and outbound click to call/transfer/conferencing.
This case study talks about one such engagement with a catering firm based in the UK where the client’s existing system was running on Amazon Connect and a separate CRM system (ServiceNow) that provided minimal flexibility for answering the call and looking up a caller profile. The user adoption was poor due to higher call abandon rates and waiting time. Hexaware leveraged its experienced contact center consulting, standardized processes, and a state-of-the-art in-house tool called CTI connector to handle this complexity and delivered a services optimization strategy for solving this business challenge without any impact on the day-to-day business. With this contact center automation, Hexaware helped the client create a common platform using Amazon Connect and ServiceNow (CRM platform) that expedited agents’ onboarding.
Business Benefits
- Leveraged in-house CTI connector consuming ServiceNow and Amazon Connect with custom workflows for Agents
- Improved employee performance, better customer experience, and personalized, smarter conversations using CRM-driven screen
- Increase customer satisfaction by as much as 40%
