Our client, a company in the services sector, operated its call center with traditional switchboards based on physical hardware. This infrastructure involved high maintenance and upgrade costs and presented limitations in scaling or responding quickly to business needs, especially during periods of high demand. These restrictions directly impacted operational efficiency and the quality of customer service.
Challenges:
- High costs for licenses, technical support, and hardware maintenance.
- Difficulty scaling the infrastructure in real time according to call demand.
- Limited integration with CRM systems and digital channels such as chat or messaging.
- Lengthy processes to implement new features or make changes to the service flow.
- Lack of visibility and detailed real-time reporting, making strategic decision-making difficult.
Technical Solution:
The company decided to migrate its telephone infrastructure to a cloud-based contact center with the following features:
- Hardware-free implementation: The dependence on physical switchboards and traditional phone lines is eliminated, reducing maintenance and equipment renewal costs.
- Automatic scalability: The cloud system adjusts capacity based on the volume of incoming calls, allowing peak handling without interruptions or overcosts from underutilization.
- Native integration with CRM systems and digital tools: It connects directly to the corporate CRM to display customer information in real time, enabling personalized service. It integrates with chatbots and digital channels (web chat, SMS, email) to deliver an omnichannel experience.
- Smart and automated routing: It uses advanced rules to distribute calls based on profiles, schedules, priorities, or agent skills, optimizing response times and customer satisfaction.
- Real-time analysis and reporting: It enables monitoring of key metrics such as wait times, abandonment rates, agent performance, and interaction volume across all channels, facilitating quick adjustments and data-driven decisions.
- Automated service flows: It implements automated flows with voice recognition and interactive responses to resolve common queries without the need for an agent.
Results:
- 35–40% reduction in operating costs related to telephone infrastructure and maintenance.
- Implementation time reduced from 4–6 months to 4–6 weeks.
- Increased capacity to handle demand peaks by up to 50% without affecting service quality.
- Improvements in customer experience, with a 30% reduction in average wait time and higher first-contact resolution.
- Easy expansion to new digital channels without additional infrastructure investment.
- Real-time accessible reports and dashboards that improve operational and strategic decision-making.
At Honne, we are not only certified AWS partners, but we also have deep technological knowledge and extensive experience in transforming business infrastructure to make it more agile, secure, and competitive. Our commitment is to support you every step of the way on your innovation journey, optimizing your costs and maximizing the value of your cloud investments.
With Honne and AWS, you have the backing of a strategic alliance that guarantees scalable, flexible, and cutting-edge technology solutions designed to meet the real needs of your business.
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