- Rackspace has delivered enterprise class hosting since 1998 around the world.
- AWS Services Used:
- Amazon Connect
- AWS Lambda
- Amazon CloudWatch
- Amazon Kinesis
- 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.”
“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.”
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.