Case Study

Create More Powerful Connections with Amazon Connect

Due to government orders to work from home, The Royal Borough of Windsor and Maidenhead needed to rapidly migrate from an on-premise Siemens platform to a cloud-based solution to continue supporting vulnerable residents who were not able to leave their homes as a result of the COVID-19 pandemic.  As a result, VoiceFoundry designed and deployed Amazon Connect to provide a reliable, flexible and easy-to-use contact center platform. This change enabled over 200 staff and volunteers to provide seamless support to shielded residents throughout Windsor and Maidenhead.

Supporting residents who were most vulnerable

About The Royal Borough of Windsor & Maidenhead

The Royal Borough of Windsor & Maidenhead is located 15 minutes from Heathrow Airport and less than 30 miles from central London. It has rich historical connections blended with a unique royal patronage. With its international reputation and permanent presence in the top ten list of ‘must visit’ places in the world, the Royal Borough of Windsor & Maidenhead blends rich cultural heritage with successful modern business development. Home to the iconic Windsor Castle, Ascot Racecourse and Legoland Windsor, the Borough is home to many top UK and International businesses and is a natural choice for meetings, conferences and events. The attractive towns of Ascot, Windsor and Maidenhead are surrounded by a stunning rural landscape linked by the majestic River Thames, providing a backdrop for one of the most exciting business travel destinations in the UK.

 

The Challenge

In order to assist approximately 3,000 shielded residence who were medically vulnerable and needing support, The Royal Borough of Windsor and Maidenhead needed to rapidly accommodate instructions from local government to vacate their offices and work from home.

Within 10 days, VoiceFoundry was able to migrate and train the borough’s contact center to Amazon Connect enabling over 200 members of the council and their volunteers to assist residents who were most vulnerable.

Read more about how VoiceFoundry assisted those at-risk during the COVID-19 pandemic>

 

The Solution

The solution consisted of Amazon Connect and Contact Lens to support work-from-home flexibility, customizable hours of operation, skills-based routing, agent and supervisor training, IVR improvements, and the solution also provided a softphone that eliminated the need for agents to have a dedicated phone line.  

 

The Outcome

Within two weeks, VoiceFoundry launched a complete Amazon Connect platform enabling agents to remain in contact with approximately 3,000 shielded residents from their list all while working safely from their homes. 

“ VoiceFoundry put a really simple training in place for our staff, so you did not have to be technology savvy to understand how to use it.”

– Jesal Dhokia, Transformation Project Manager at Royal Borough of Windsor and Maidenhead

 

Why VoiceFoundry?

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

We specialize in the delivery of cloud-based enterprise contact center 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 centers.

Our expertise is focused on AI & natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimization. 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.

For more information, visit us at voicefoundry.com