Enabling Intelligent Routing and Self-Service Capabilities
How Aspen helped HelloTech bring automation and intelligent routing to their customer contact centers
Overview
HelloTech provides tech services nationwide, including IT support, computer repair, WiFi services, home installations, and much more. Their expert team is committed to providing the highest quality customer service. To honor that, HelloTech invests in the latest technologies for their team, to ensure they can provide exceptional service to their customers 24/7.
The Challenge
HelloTech was looking to enable automation and self-service capabilities in their customer contact solution, providing a more personalized experience for customers while reducing call volume for the agents.
The Solution
Using Amazon Connect, Aspen established an intelligent routing design for 75 agents and associated queues. The solution allowed callers to speak to a voice prompt that would then direct them to the proper division or agent. The solution would then provide agents and systems with all the requisite information provided by the caller.
The Outcome
HelloTech’s new system expanded their self-service capabilities, making it possible for users to get answers to their questions without having to endure long wait times and multiple transfers. This design also allowed for automated appointment reminders, fast call resolution, information for upcoming orders, and more.
Why they chose AWS
Amazon Web Services provided a revolutionized contact center experience, allowing agents to take full advantage of omnichannel communications. They now have the ability to talk, message, and make changes within the contact center, all from the same place.
Why they chose Aspen
Aspen was able to take all of HelloTech's needs into consideration, creating a business-efficient call center solution that optimizes the agents’ abilities and provides customers with a more personalized experience.
