Sold by: Sabio Group
Assess the current state of customer experience maturity within an organisation's Amazon Connect contact centre operation - at the same time identifying the desired, future and aspirational state. The process helps to highlight the key areas of the business that require improvement and provides guidance on how Sabio can support that improvement.
Overview
Sabio and Gartner (detailed in the Gartner 2024 Buyers Report) have identified a trend recently: organisations are missing their transformative aspirations by some margin. With a lack of an iron clad business plan and strategy, transformation merely becomes "transition". This impacts your bottom line, your top line and has negative effects on both customer and employee experiences. There is a better way: use Sabio's extensive knowledge of Amazon Connect Contact Centres and our operational expertise to support you in building a bulletproof strategy.
The Amazon Connect CX Maturity Assessment evaluates organisational maturity in relation to core elements of customer experience delivery using Amazon Connect. Based on 5 levels of maturity, ranging from the basic “hygiene” level of customer experience delivery through to the experience delivered by “best in class” organisations.
Highlights
- * 90% routing accuracy - using AI to ask customers in their own words what they would like to do, so you can route calls to the right agent. Reduces repeat callers and transfers.
- * 20% reduction in average call handling time. For a 500 seat contact centre, this would equate to £2.5m per annum operational savings.
- * 23% of demand shifted from high cost to serve channels like voice to automated/self-serve channels. Handle simple, repetitive customer demand quickly and efficiently.
Details
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Vendor support
This is consultancy-led professional services engagement and is supported throughout the engagement by the lead consultant during UK Office hours 9-5pm. It will take between 1 and 2 weeks to deliver, with no more than 2 x 2 hour engagements required from the organisation. The consultants details and relevant project manager contact details will be provided when the project starts. If additional support is required on a longer term basis, then we do have 24x7 support offerings available. Support is always available 24x7 by phone on +443444 123 123 or via our support portal