Amazon Web Services

Using PACE to Enhance Agent and Self-Servicing Experience

Pexels Yan Krukov 8867376

Improving customer experience is a worthwhile goal of every company; however, simultaneously improving both customer and agent experience can be an overwhelming effort.  Perficient’s Amazon Connect Experience (PACE) enhances Amazon Connect’s out-of-the-box capabilities by empowering contact center agents to do more and allowing businesses to easily achieve their ideal customer experience. In this blog post, I’ll cover how we’ve enhanced the self-servicing capabilities of a payments technology provider and customized the agent experience within PACE.

The Use Cases We Solved

Here are a few highlights from the many issues we solved and requirements we met during this project.

A Cloud Contact Center Solution

Most businesses are moving into the cloud to stimulate rapid growth and ease of scalability; however, building a solution like PACE is time-consuming and costly. Since PACE is built on top of Amazon Connect, it leverages various AWS services to offer a great experience for both agents and customers alike. In other words, you have all the benefits (such as low cost, pay-on-demand pricing model, ease of scalability, serverless architecture, five 9s uptime, and many more) of the AWS cloud at your fingertips.

 

Managed Services Offering

Amazon Web Services - Avoid Contact Center Outages: Plan Your Upgrade to Amazon Connect
Avoid Contact Center Outages: Plan Your Upgrade to Amazon Connect

Learn the six most common pitfalls when upgrading your contact center, and how Amazon Connect can help you avoid them.

Get the Guide

For a lot of companies, moving from one telephony provider to another is a big challenge; however, the ability to maintain an implemented solution, optimize it for business efficiency, and enhance it to meet the business and market needs is an even greater obstacle to overcome. With PACE, our customers get our Managed Services Offering included in the product offering.

 

Contact Flow Self-Servicing Options

To enable self-servicing options, we had to perform various data lookups through a custom REST API. These results would affect the contact flow path a customer would take, as well as present specific information to the answering agent in the custom PACE UI tab. The overall outcome of this implementation reduced Average Handle Time and increased call and chat deflection.

 

Agent UI customization

With PACE’s flexible and extensible Agent Console, we were able to introduce a custom application that executed several API calls to various systems. This empowered agents to perform user lookups in a custom database, open a support ticket, update addresses, and get account information all in a single application.

 

How can Perficient help you?

Building a contact center solution with similar capabilities to PACE can be very time consuming, expensive, and challenging. We are an APN Advanced Consulting Partner for Amazon Connect which gives us a unique set of skills to accelerate your cloud, agent, CRM, and customer experience.

Perficient takes pride in our approach to the customer journey where we help enterprise clients transform and modernize customer experience by implementing and customizing Perficient’s Amazon Connect Experience.

For more information on how Perficient can help you get the most out of Amazon Connect and PACE, please contact us here.

About the Author

Matija is a Delivery Director at Customer Engagement Solutions, focusing on Amazon Connect implementations and contact center migrations. His background spans 8 years, including Microsoft system administration, unified communications, Lync/Skype for Business telephony, DevOps, Azure, AWS, Twilio Flex, Agile delivery, and a little bit of everything else.

More from this Author

Leave a Reply

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

Subscribe to the Weekly Blog Digest:

Sign Up