![]() Amazon Connect also enables Intuit to integrate its web experiences where users can self-service frequently asked questions prior to engaging, reducing strain on contact center agents and giving them more time to interact with customers. “Using Amazon Connect, we realized we could enable a unified contact center spanning multiple business units and integrating voice, chat, messaging, and web,” says Lekhter. Intuit decided to implement Amazon Connect, an easy-to-use, omnichannel cloud contact center that companies can use to simplify contact center operations and add agents from anywhere. “We’ve worked with AWS since 2013, and our strategy in general is to move our offerings to the public cloud to take advantage of the elasticity it provides,” says Lekhter. Intuit had already been using the Amazon Web Services (AWS) Cloud to support internal applications, and it chose AWS again to meet its contact center needs. To solve its problems, Intuit wanted to move to a scalable omnichannel solution with integrated voice, chat, and web capabilities. “Callers often had to repeat their information to the next agent as they were transferred across business lines.” Intuit struggled to integrate voice and chat functionality, which was a lengthy, resource-intensive process. “Our contact center agents were organized by business units, each tied to a specific contact center server and without the ability to move customers between them,” says Lekhter. In addition, Intuit customers were also frustrated by long hold times because customer data did not persist across business lines. “Even though that gave us additional capacity, we were paying for hardware we didn’t use for most of the year and artificially fragmented our businesses,” Lekhter says. “That was a six-month process involving setting up the hardware, assigning agents, and making sure connectivity was good.” To meet its projected capacity each year, Intuit needed to maintain three distinct contact center servers. “To scale our solution, we had to physically install multiple call center servers,” says Jerry Lekhter, director of contact center engineering at Intuit. ![]() However, scaling with the company’s legacy on-premises contact center technology was time-consuming and costly. During peak times such as income tax season, which runs from January to April, Intuit needs to scale from 6,000 contact center agents to 11,000.
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