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Executive Summary

In today’s hyper-competitive business landscape, customer experience is a critical differentiator. To address this challenge, Global Paradigm is embarking on a transformative project to enhance our client’s contact center operations. This project will incorporate cutting-edge technologies, including Speech Recognition using Amazon Lex, Amazon Connect with Omnichannel Support, and Call Recording through Amazon Kinesis. This will improve customer interactions, streamline internal processes, and ensure compliance.

Objectives

1. Enhance Customer Engagement: Implement Lex Speech Recognition technology to enable more efficient and personalized interactions, significantly improving the customer experience. This technology will empower agents to respond more accurately and quickly to customer inquiries.

2. Omnichannel Expansion: Integrate Omnichannel support with Connect to allow customers to connect through multiple communication channels, including phone, email, chat, and social media. This will enable seamless transitions between channels and provide a consistent experience regardless of the customer’s preferred communication method.

3. Comprehensive Call Recording: Implement a robust Call Recording system using Kinesis to capture and store all interactions, ensuring legal compliance, dispute resolution, and quality assurance. This will also enable analysis of call data for valuable insights and agent training opportunities.

Key Features

Speech Recognition: Utilize Amazon Lex’s state-of-the-art Speech Recognition technology to transcribe and analyze customer interactions in real-time. This feature will provide agents with instant access to information and streamline data entry, leading to quicker issue resolution.

Omnichannel Support: Amazon Connect offers customers a choice of communication channels, allowing them to seamlessly switch between modes while maintaining context. Agents will have access to a unified view of customer interactions, facilitating more effective and efficient support.
Call Recording: Implement a call recording system using Amazon Kinesis with the capablilty of advanced features such as keyword indexing, sentiment analysis through Amazon SageMaker, and secure, cost-effective storage Amazon S3 and Amazon Glacier. This enables us to monitor and review calls for quality control and dispute resolution while adhering to compliance and data security regulations.

Benefits

Improved Customer Satisfaction: The integration of Speech Recognition and Omnichannel support will lead to faster, more accurate responses, resulting in higher customer satisfaction and loyalty.

Efficiency and Productivity Gains: Speech Recognition technology will streamline data entry and minimize manual tasks for agents, increasing their productivity and reducing operational costs.

Regulatory Compliance: The robust Call Recording system will ensure compliance with industry regulations and facilitate the resolution of disputes, thereby mitigating legal and financial risks.

Data-Driven Decision Making: The project will generate valuable insights from call recordings and interactions, empowering data-driven decision-making and continuous improvement.

Implementation Strategy

Our project team will work collaboratively with key stakeholders to ensure a seamless integration of these technologies into the client’s existing contact center infrastructure. The deployment will be phased to minimize disruption and ensure a smooth transition for both customers and agents.

Conclusion

The integration of Speech Recognition, Omnichannel support, and Call Recording will significantly enhance our client’s contact center operations, leading to improved customer satisfaction, greater efficiency, and enhanced compliance. By embracing these cutting-edge technologies, we position our client’s organization for a competitive advantage and long-term success in the dynamic customer service landscape.

PROJECT SUCCESS CRITERIA

Business Objectives

  1. Customer Satisfaction Improvement: Increase overall customer satisfaction rating by at least 15% within the first year of implementation.
  2. Increased Sales and Revenue: Achieve a 10% increase in revenue from cross-channel sales compared to the previous year.
  3. Cost Reduction: Reduce operational costs by at least 15% by leveraging AWS for full solution support and maintenance and by optimizing agent utilization and improving efficiency.
  4. Enhanced Brand Loyalty: Increase the number of repeat customers by 20% by providing consistent and high-quality service across channels.

Technical Objectives

  1. Real-time Monitoring: Implement a system that allows monitoring of customer interactions across all channels in real-time, with the ability to capture and address issues proactively. Maintain an average response time of less than 30 seconds.
  2. Seamless Data Integration: Achieve at least 95% accuracy in data synchronization and integration across all channels, ensuring that customer data is consistent and up-to-date.
  3. Scalability: Build a system that can handle 20% or more increase in traffic during peak periods without compromising performance or response times.
  4. Data Security: Maintain a security compliance rating of 98% or higher by implementing robust data encryption and access control measures, ensuring the protection of customer data.
  5. Quality Assurance: Implement a call and interaction quality monitoring system with a target of identifying and addressing 90% of agent performance issues within 24 hours.
  6. Analytics and Reporting: Provide real-time and historical analytics to assess customer behavior and agent performance. Achieve a minimum of 85% accuracy in predicting customer behavior and service requirements based on data analysis.
  7. Disaster Recovery and Redundancy: Ensure that the system has a disaster recovery plan with a recovery time objective (RTO) of less than 4 hours, and maintain at least 99.9% system uptime through redundancy and failover mechanisms.
  8. Regulatory Compliance: Maintain compliance with industry-specific regulations and standards with a record of no more than 5% compliance-related incidents or violations.

These quantitative and measurable objectives will help guide the project and assess its success, both from a business and technical perspective, ensuring that the omnichannel contact center implementation meets its intended goals.

Scope of work - Technical project plan

  1. Project Initiation:
    • Define project objectives and goals.
    • Establish the project team and roles.
  2. Requirements Gathering:
    • Conduct stakeholder interviews to understand business needs.
    • Identify the communication channels to be supported (phone, email, chat, social media, etc.).
    • Document feature and functionality requirements.
    • Document existing IVR call flows
    • Document existing agent queue set up
    • Define service level agreements (SLAs) and key performance indicators (KPIs).
    • Document existing call volume, peak trunk utilization, and BHCC
  3. Technology Assessment:
    • Evaluate the current technology infrastructure.
    • Determine hardware and software requirements for agent desktops.
    • Identify integration points with existing systems (CRM, ticketing, etc.).
  4. System Design and Architecture:
    • Create a detailed system architecture, considering redundancy, scalability, and failover options.
    • Design the call flow and routing logic.
    • Plan for data storage and backup.
  5. Network Infrastructure:
    • Assess and upgrade the network to support the required bandwidth and reliability.
    • Assess  Quality of Service (QoS) for voice, video, and SMS traffic.
  6. Implementation and Configuration:
    • Install and configure the contact center software and call recording system.
    • Integrate with other systems (CRM, ticketing, etc.).
    • Set up IVR (Interactive Voice Response) menus and call queues.
  7. User Training:
    • Provide training to contact center agents, supervisors, and administrators.
    • Develop training materials and documentation.
  8. Testing and Quality Assurance:
    • Conduct comprehensive testing of the system, including load testing and failover testing.
    • Identify and resolve any issues or bugs.
  9. Call Recording Setup:
    • Configure call recording parameters, such as retention policies, storage location, and encryption.
    • Ensure compliance with legal and regulatory requirements for call recording.
  10. Security and Compliance:
    • Implement security measures to protect customer data.
    • Ensure compliance with data protection regulations (e.g., GDPR, HIPAA).
  11. Monitoring and Reporting:
    • Set up real-time monitoring for contact center performance.
    • Create custom reports and dashboards for analyzing key metrics.
  12. Deployment:
    • Roll out the omnichannel contact center and call recording system in a phased approach.
    • Monitor and support the transition to the new system.
  13. Documentation:
    • Create comprehensive documentation for system configurations, procedures, and troubleshooting.
  14. Support and Maintenance:
    • Establish a support team and procedures for ongoing maintenance and troubleshooting.
    • Define a schedule for any software updates and patches.
  15. User Acceptance Testing:
    • Engage end-users to test the system and gather feedback.
    • Make necessary adjustments based on user feedback.
  16. Go-Live:
    • Schedule the official launch of the omnichannel contact center with call recording.
    • Monitor system performance closely during the initial days of operation.
  17. Post-Implementation Review:
    • Conduct a post-implementation review to assess the project’s success and identify lessons learned.
  18. Training Follow-Up (optional):
    • Provide ongoing training and refresher courses for contact center staff.
  19. Continuous Improvement (optional):
    • Establish a process for gathering feedback and making continuous improvements to the system.

This comprehensive scope of work will help ensure a successful implementation of an omnichannel contact center with call recording while meeting business objectives and compliance requirements.

Solution Architecture Diagram

  1. Callers dial in and are routed to the Amazon Lex chatbot through IVR in Amazon Connect.
  2. Callers can proceed to IVR self-service functions, such as understanding the intent of a customer call.
  3. Calls are analyzed with Amazon SageMaker for a decision on whether to complete the call on IVR or forward it to an agent.
  4. If the caller remains on the self-service option, the bot captures information from a list of questions.
  5. The bot follows a hybrid workflow that allows for guided responses where appropriate and free-text conversations using AWS Lambda. It confirms all captured information with the caller before closing the call and submitting information to the CRM.
  6. The bot provides the option to route the call to a human agent contextually.
  7. The bot provides the option to share links to additional resources over SMS using Amazon Simple Notification System (SNS), which the caller can access through a mobile device outside of the call.
  8. The bot records customer interactions using Amazon DynamoDB
  9. The bot makes call recordings available for auditing, monitoring, and training purposes.
  10. Standard analytics are available to help the business continuously train the bot and measure its performance.

Summary of milestones, roles & deliverables

The following deliverables are to be provided by Global Paradigm under this Scope of Work:

 

  1. Design
  2. PM Plan
  3. Implementation Plan
  4. Test / Acceptance Plan
  5. Training
  6. Config Management Plan
  7. Licenses
  8. Hardware
  9. Support Plan

 

Acceptance and Handover

The Acceptance and Handover process will include the following steps:

  1. Post-Implementation Review:
    • Validate that all testing and acceptance documentation has be properly completed
    • Conduct a post-implementation review to assess the project’s success and identify lessons learned.
  2. Plan Training Follow-Up Process and Cadence:
    • Provide ongoing training and refresher courses for contact center staff.
  3. Plan Continuous Improvement Process and Cadence:
    • Establish a process for gathering feedback and making continuous improvements to the system.

Client to sign Project Acceptance and Closeout documentation