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Sopra Steria aims to Mobilise, Migrate & Modernise FDIS Pinnacle through Amazon Connect.
In 2021/22, Sopra Steria underwent a project to migrate FDIS-Pinnacle from Avaya to Amazon Connect.
They were looking for a Cloud-based contact centre solution to modernise and ensure future enhancements to improve efficiencies and their customer journey.
Benefits
- Modern, capable of supporting AI, NLP and voice recognition
- Meets client, customer, and contract expectations
- Highly customisable deployment
- Costs based on usage, rather than annual renewals
- Greatly improved contact analytics including:
- End to end customer and process journey understanding
- Voice analytics opportunity
- Real time trend and customer behaviour analysis
- Ability to report per contract requirements across all contact channels and service requests
- Foundation for end-to-end automation of customer requests
- Improved customer experience
- Provides an Omnichannel solution, bringing together voice, email, chat, chat bots, social media and service requests into a single view of a customer, inside of a Pinnacle/SSCL Service + agent desktop
- Tight integration across all channels, ensuring end users can ask once and receive consistent responses, regardless of channel or context