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Vocus goes dwell with Amazon Join cloud-based contact centre

Businesswoman in headset call center agent consulting participating video conference
Picture: Getty Photographs/iStockphoto

Vocus has introduced finishing the migration of its contact centre platform to Amazon Join, a cloud-based resolution hosted on Amazon Net Companies (AWS).

Vocus, lately acquired by a consortium comprised of Macquarie Infrastructure and Actual Property and Conscious Tremendous for AU$3.5 billion, stated shifting to Amazon Join allowed it to ship a extra personalised digital expertise for its prospects.

The transfer noticed the corporate consolidate 5 disparate name dealing with platforms with 200 crew members right into a single platform. It touted making the transfer in lower than eight weeks.

Vocus’ contact centre service operates 24×7 help, with the corporate boasting over 5,000 prospects. The brand new platform, it stated, permits Vocus to consolidate buyer info throughout a number of platforms, which has elevated the visibility of information by 35% on enquires dealt with throughout numerous groups by migrating from legacy telephony techniques with out reporting capabilities to Amazon Join.

Amazon Join is being progressively built-in with Vocus’ Salesforce buyer relationship administration (CRM) platform too, which the corporate stated would enable it to seize insights throughout a number of service channels and to create new digital instruments for purchasers.

“Amazon Join options, similar to voice and textual content evaluation, will combine with different CRM options offering Vocus with an entire view of buyer interactions and enabling Vocus to ship a extra personalised and proactive service,” the corporate stated in an announcement.

Vocus normal supervisor of digital and buyer expertise Brady Jacobsen stated the migration to Amazon Join supported the corporate’s “future state” program, which sees it concentrate on simplifying, modernising, and consolidating its networks and tech.

“Vocus’ future state program is reworking the best way our prospects work together with us. Whereas our Vocus assist crew members will stay central to service supply, we’re targeted on giving enterprise and authorities prospects the selection of self-serving digitally through a richer on-line expertise and thru our assist groups,” he stated.

“Buyer belief is predicated on persistently proving to your prospects that they’ll depend on you, your merchandise, and your individuals to anticipate and meet their wants.”


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