Amazon Connect Voice with SAP Integration.
A scalable, cloud-based voice solution for multinational customer experience.
About The Client
The client is a multinational travel and tourism company owning travel agencies, hotels, airlines, cruise ships and retail shps across the globe.
What the client needed?
The client engaged Mission Labs with a brief to integrate its customer service and customer experience contact channels with SAP C4C CRM, and provide technology that would enable them to make progress towards their ultimate goal of 50% inbound self-service across all markets. The company operates across Europe with multiple contact centres, hundreds of retail locations and over 8k customer-facing staff.
They needed a robust and scalable communication platform that could integrate easily with their existing back-office tools and processes. The solution needed to provide deep integration with SAP C4C for contact synchronisation, screen-pops for agents, and customer journey personalisation. It needed to integrate with TeleOpti for workforce management and optimisation, and provide a bespoke reporting suite for each country with integration to Snowflake data lake to provide deep business intelligence and management information.
How we helped.
Mission Labs developed a best-practice Amazon Connect voice implementation for TUI, with integration of our customisable SmartAgent Lite CTI directly inside the agent’s SAP C4C environment. The solution enables agents to instantly view and understand all context and history related to an incoming contact - helping to reduce handling time and improve CSAT.
We also built a bespoke integration with TeleOpti, enabling improved forecasting and resource management; and a bespoke integration with Snowflake to enable serverless streaming of real time data and MI for visualisation and analysis.
The initial solution was developed as an MVP for one of the client’s smaller contact centres in the Balearics, however the Covid-19 pandemic expedited their need for home working technologies, and the MVP implementation was subsequently scaled-up to enable the client’s UK retail staff to continue supporting their customers from home.
A global omnichannel rollout and scale up is now planned for 2021.
The solution helps the client:
- Self-service iteration of customer journeys and agent provisioning
- Reduce handling times with C4C integration and intuitive screen-pops
- Better understand the contact reasons and trends in each of their markets
Why they chose Mission Labs.
Expertise.
The design, development and deployment of a reliable and repeatable AI solution is a complex task. The client needed a partner with the ability, experience and knowledge to get it right.
Agility.
When the Covid-19 pandemic hit, the Client needed a partner that could build and deploy a secure, robust and scalable solution quickly, to help keep their retail agents working.
Pedigree
Artificial intelligence and machine learning technologies need effectively tuning and training to each use case. Mission Labs offers the experience and track record needed for success.
Vision.
The client prides itself on continued innovation for its public sector customers. Mission Labs is always focused on the future, making us a good fit for them culturally.
Cloud tech. Digital platforms. Apps. Competitive advantages. We Create them all.
We’re committed to constantly improving digital customer experience through cutting-edge communications technology.
Read more about other companies that are currently enjoying the benefits of our approach:
