Skip to main content


Rapid Solutions for Contact Center Challenges in Response to COVID-19

Headset Headphones And Telephone In Call Center

Organizations are encountering unplanned challenges as the COVID-19 pandemic, also known as Coronavirus, continues to spread across the world. The current situation has presented a range of challenges across several industries, especially in terms of customer interactions. Here are some common challenges we have seen during crisis situations.

  • Significant increase in sustained call volume and strained staffing
  • Work from home challenges
  • Self-service capabilities such as IVR is strained or not effective
  • Don’t have AI-enabled communications such as chatbots and digital assistants
  • Contact center systems are near or at capacity
  • Need additional channels such as webchat and SMS for customer interaction
  • Not clear about exactly why customers need to call rather than use online and mobile

Rapid Solutions

We know fast and effective solutions are essential to combat your customer engagement challenges during this crisis. Our customer care experts have compiled solutions to address these challenges.

Center Strategic Consulting

Situation consulting designed to help customers quickly identify bottlenecks impacting customer satisfaction, scalability, efficiencies to address unexpected impacts to the contact center. First, we will provide a 2-hour exploratory meeting to help determine the nature of your business’s unique challenges and needs and explore solution options to best fit you. Then, if needed, we will kick off a project with one defined deliverable and provide recommendations for actionable change.

On-Demand Contact Center

Our On-Demand Contact Center solution, powered by Amazon Connect, rapidly scales to necessary capacity (agents, calls) when needed and reverts to a dormant, low-cost environment when not in use.

Remote Agent Work Space

This solution delivers a remote agent experience. It includes a complete Windows-based desktop and call center powered by Amazon Connect + Amazon Workspace (VDI).

Call Triage and Deflection

Train an AI model w/ up to 25 most common questions (FAQs) w/ 150-200 sample utterances to contain and deflect calls to busy agents. Your callers will receive real-time coaching via AI.

Legacy IVR Overlay

Front-end existing IVR with a call flow designed to address critical customer needs more efficiently. It diverts all other interactions to the legacy solution and maintains a data push/pull. This solution starts with a 2-hour exploratory meeting followed by an assessment of the scope of work for actionable change.

Call Back Application

Contact center callback application to offer callers a position in the queue and/or scheduled call back so they do not have to wait on the phone for the duration of their hold time.


If you have any questions or would like to discuss how we can support you during the COVID-19 situation, please let me know.


Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Mike Stokes

Mike is a veteran customer engagement subject matter expert who leads customer programs involving customer experience strategy and the design and implementation of operations, processes, and technology for customer operations, customer interaction and contact centers. Mike is a seasoned strategic thinker and hands-on practitioner with 30 years of experience; 9 years as a VP (customer operations roles) in two global financial services firms, and 21 years as a management consultant. Mike is a Director with Perficient’s Customer Engagement Practice with responsibility for consulting services and internal product management and marketing.

More from this Author

Follow Us