Overview:

  • Rackspace has delivered enterprise class hosting since 1998 around the world.
  • AWS Services Used:
    • Amazon Connect
    • AWS Lambda
    • Amazon CloudWatch
    • Amazon Kinesis
  • Benefits:
    • Redirect 1,800 calls in 24 hours period
    • Automates call blacklist
    • Changes routing in seconds
    • Reduces expense of staff overtime
    • Reduces hold times with data
“If our legacy contact center was a railroad, Amazon Connect is a rocket ship. It helps us go further, faster in serving customers and living up to our promises.” Kerry Bowley – Product Manager, Rackspace
Rackspace wants to maintain position as a Customer support leader in the market.
With Amazon connect, Rackspace’s employees focus on customer experience improvement, instead of telecom specific and basic tasks every day.
Optimizing with Data is the second story in Rackspace. In the solution, Rackspace used Amazon Kinesis to ingest real time data into a Managed ElasticSearch cluster and corporate data warehouse. With Amazon Connect, there is no data silos, data will go to data warehouse and it plugs into the dashboard with no barriers.
More beautiful and bring an exceptional experience by empowering technology, Amazon CloudWatch is to monitor the hold time (one of contact center metrics) to generate incidents and alerts to relevant people. The next step, Amazon SNS (Simple Notification Service) to communicate these issues. Amazon Cloudwatch lets you view the “total package loss” in Amazon connect  and when the threshold is reached, SNS (Simple Notification Service) will notify the administrator team to support. This has never happened in previous system.
“We were able to deflect 1,800 calls in 24 hours, which saved us $10,000 in overtime we would have needed to maintain our SLAs,” says Bowley. “Additionally, we avoided having to provide credits for breaking those SLAs, which gets very expensive.”
Beside that, Rackspace also applied Lambda to manage the blacklist. In the traditional contact center, administrator need to manage the blacklist manually. Now, Agent can add the black call to the list and when notify to an automated announcement for the customer in the blacklist.

All these improvements were implemented quickly and easily using Amazon Connect. For a company that depends on differentiated customer service, the advantages are obvious. “If our legacy contact center was a railroad, Amazon Connect is a rocket ship,” says Bowley. “It helps us go further, faster in serving customers and living up to our promises.”

Rackspace used Lambda for automation process to manage blacklist, used data driven to make the decision faster and bring better customer experiences.

Source: AWS

Topics #Amazon connect #cloud #contact center #cx #rackspace #success story