Case Study

Building Emotional Connections with Amazon Connect

Building Emotional Connections with Amazon Connect

About Aussie

For nearly 30 years Aussie has been enabling Aussies to progress their home ownership dreams. In working closely with industry and government to ensure a strong customer-first industry, their team is passionate about continuing to find ways to improve the home loan experience. And to date, they have helped over 1.3 million Australians with their home loan needs. With the largest retail network across Australia, they have over 900 brokers and over 200 stores supporting Aussies across the country.

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The Contact Centre Transformation

Aussie’s contact centre transformational journey began in 2017 with VoiceFoundry’s sister company, Quality Connex. During an operations consulting engagement, Quality Connex identified a number of IT enhancement opportunities missing from their existing solution. Aussie then embarked on a journey to find a new technology solution that suited their requirements.


Amazon Connect was identified as the right solution to meet Aussie’s growing needs, and VoiceFoundry was chosen as the perfect technology and implementation partner to assist Aussie with their future growth and development.


The journey has just begun with Aussie’s partnership with VoiceFoundry and AWS. With the recent deployment of Amazon Connect, Aussie has already begun to see improvements throughout their contact centre. Additionally, data from customer surveys has already begun to empower agents to deepen the emotional connections made with each and every caller, further demonstrating the effectiveness of the new solution.


About VoiceFoundry

VoiceFoundry, the first Amazon Connect Reseller globally, is passionate about customer experience and brings an unparalleled level of knowledge and expertise of contact centre technologies, allowing even the most complex projects to move quickly from design to deployment.

We specialize in the delivery of cloud-based enterprise contact centre solutions and are distinctly focused on helping businesses develop a strong cloud migration strategy. We are experts at deploying solutions based on the Amazon Web Services portfolio with a special focus on Amazon Connect for contact centres.

Our expertise is focused on AI & natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimisation. With a relentless pursuit of customer success, our team strives to disprove the notion that software projects have to be painful – and that technology must hurt to work.

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