Case Study: Chemical Company Embraces Cloud Solution Related Articles Cloud Communications: Public, Private, and Hybrid - What's the difference? Case Study: Leading US Stock Exchange Switches to the Cloud Case Study: Healthcare Products Company Migrates to Amazon Connect Definition: Contact Centre Jargon and Terminologies © thanh lam - Adobe Stock - 37294483 372 Filed under - Contact Centre News, Case Studies, servion Leading chemical company embraces cloud contact centre solution to mitigate the pandemic crisis, building a business continuity plan to accommodate higher-than-normal call volumes. About the Client The client is one of the largest chemical companies in the world and a subsidiary of the largest customer-centric technology and services firm, operating six integrated production sites and 361 other production sites in more than 90 countries in Europe, Asia, Australia, the Americas, and Africa. Requirement With the widespread of COVID-19 pandemic, organizations are leaving traditional on-premise contact centres to work remotely and promote social distancing. With the enforcement of the government’s lockdowns and social distancing norms in most countries, the client quickly needed a work-from-home (WFH) solution that ensured business continuity to accommodate the higher-than-normal call volumes. Solution Servion enabled the client to set up a cloud contact centre and implement an efficient work-from-home strategy for their agents, allowing them to stay safe at their homes and continue to address the spike in call volume. Servion’s work-from-home solution included: Amazon Connect – Cloud Contact Center: Servion’s CX consultants analysed the existing set-up and proposed AWS’s cloud-based contact centre – Amazon Connect. Servion, an Amazon Connect Standard APN Consulting Partner, implemented the cloud-based work-from-home solution in five business days, allowing the agents in seven different countries to stay safe at their homes and continue to address the spike in call volume. Standard Contact Control Panel (CCP), a WebRTC softphone for incoming and outgoing telephony, that enables the agents to attend calls using a browser on their laptops/desktops. Seamless call transfer from the client’s existing interactive voice response (IVR) system to Amazon Connect, which would route the calls to remote agents, preserving the end customer experience. Mapping of DNIS to agent queues and configuration of 450+ agents Business Outcome Servion offered a rapid transition to a work-from-home model in five business days. This comfortably led the agents into a new work-from-home scenario, without compromising the customer and agent experiences. Our quick deployment strengthened the client’s ability to deal with the sudden spike in call volumes while ensuring agents’ safety and business continuity. The key outcome includes: Quick deployment in 5 business days Migrated 450+ agents to work from home Supported agent logins from multiple countries Improved responsiveness and agent availability 24×7 access to managed support services to monitor and support the remote contact centre setup Author: Guest Author Published On: 28th Jan 2022 Read more about - Contact Centre News, Case Studies, servion Recommended Articles Cloud Communications: Public, Private, and Hybrid - What's the difference? Case Study: Leading US Stock Exchange Switches to the Cloud Case Study: Healthcare Products Company Migrates to Amazon Connect Contact Centre Jargon and Terminologies Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter