The iconic Australian Carols by Candlelight is held annually on Christmas eve, driving donations for not-for-profit Vision Australia. A strong partnership between Vision Australia, City of Melbourne, BMS Advisory and VoiceFoundry led to the highest donations ever achieved for the charity. Amazon Connect was the cloud platform used for the contact centre, delivering all the necessary requirements for success.
Sydney, Australia – May 20, 2019 – VoiceFoundry are a global provider of enterprise cloud-based contact centre solutions and authorised Amazon Connect reseller partner leveraging Amazon Web Services (AWS). VoiceFoundry have just announced the achievement of AWS Service Delivery designation for Amazon Connect. This recognises their achievements in deploying contact centre solutions leveraging the power of Amazon Connect to deliver exceptional customer experiences.
In this post, we take a look at how you can expand on the built-in reporting within Amazon Connect and use the wider AWS Ecosystem to bring real-time connect data into your existing Kibana dashboards. Amazon Connect provides out-of-the-box metrics and reporting that can generate real-time and historical metric reports to monitor efficiency and utilisation, agent performance, and other information about your contact centre. Sometimes more advanced reporting needs to be designed and implemented in order to meet specific requirements.
VoiceFoundry & Amazon partner with Vision Australia to enhance both staff and customer experience for the vision impaired and blind
Sydney, Australia – 29 October 2018 – VoiceFoundry, a principal provider of cloud-based contact centre solutions with a unique focus on customer experience and automation in Asia Pacific, North America and the United Kingdom recently announced the launch of an Amazon Connect Accessible Agent Desktop for vision impaired contact centre agents at Vision Australia.
VoiceFoundry, leading consulting services partner for Amazon Connect, expanding into the United Kingdom
Nottingham, United Kingdom – 24 October 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact centre solutions with a unique focus on customer experience and automation in North America, Australia and New Zealand, today announced that it is expanding consulting services for Amazon Connect to the United Kingdom.
Coming back from a business trip this week, I realised it had been more than a year since our partnership with Amazon and the Connect team started. It’s incredible how much has transpired in a year and absolutely stunning the amount of welcome and reception that the platform has received from the marketplace. At launch, I thought early adopters would primarily be comprised of aggressive SMB organisations eager to adapt and adopt the latest new toys in the industry. Consider myself stunned that more than ever anticipated, early adopters have been largely comprised of big time Enterprise. And by that, we’re talking the biggest of the bigs – top 5 banks, top 5 insurers, top 5 financial service companies, top 5 retailers…..it’s truly been stunning.
August 25, 2017, Hurricane Harvey plummeted the coast of Texas pouring down almost 52 inches of rain on the Houston area and causing more than $180 billion worth of damages. The American Red Cross, doing exactly what they are known and relied upon to do, quickly deployed hundreds of volunteers providing food and shelter to thousands of displaced Texans.
As the days progressed, the damage multiplied. And soon the amount of available assistance wasn’t able to keep up with the increasing demand. Because the Red Cross is a life line for so many helpless individuals, they had to quickly figure out a solution.
VoiceFoundry North America happily assisted the American Red Cross and Amazon Web Services during the disastrous Hurricane Harvey. Because of the scale of the damage and the limited amount of available assistance, The Red Cross, as large an organisation as they are, had to call in for back up. They engaged us, VoiceFoundry, to implement Amazon Connect and provide a self-service, cloud based contact centre. Within 48 hours, the new call centre was up and running, and heroes were being connected to people in need from three hurricanes that had developed by that time. Continue reading about how The Red Cross, AWS, and VoiceFoundry all played a vital role in this execution.
Change is hard, we get it. Remember when research used to be done by scouring through a set of brown and gold encyclopedias that you’d have to hope were still relevant? Who even has the shelf space for something like that anymore? While I miss the feel and the smell of those old pages, hopping online to find information is not only quicker and easier, but truly up to date almost to the millisecond. The same goes for contact centres. Where they were 20 years ago is not where they are now and if you haven’t already migrated to the cloud, you’re about to become as obsolete as those leather-bound-data-books. Nobody wanted to take a leap into the online world and now we can’t live without it. And while migrating your existing contact centre to the cloud can be challenging, Amazon Connect makes it easier.
With today’s ever competing, transparent marketplace, it’s easier than ever for consumers to shop around with the touch of a button to find not only the best deal, but also the best company to do business with. Reviews, both good and bad, are readily available from a mass of one click links. So how do you set yourself apart from the competition in today’s era of millennials and ensure you’re retaining these youthful customers whose buying power will soon exceed that of the Boomers? Perfect the art of providing Millennials great customer service.
Customer service is essential to the overall customer experience that millennials have come to not only expect, but demand, from any company they do business with. This experience is tested when they need to ask for help or assistance – or simply have a question to be answered. In past times calling customer service often meant providing the same information multiple times, listening to the same music on hold, and spending more time than anticipated to resolve an issue. Waiting for an available agent after steering through a set of menus means you’re waiting on hold no matter how simple or complex your issue is. On top of that, even after you’re connected, your information most times doesn’t follow your call which means you’re wasting time yet again giving agent after agent the run down. It’s easy to see why many customers end up frustrated by the experience even if their issue is successfully resolved.