Modernizing Contact Centers with Salesforce & Amazon Connect
Client Organization
The client is a leading North American financial services provider specializing in high-volume consumer lending. With a growing team of over 500 remote and in-office agents, they needed a communication infrastructure that could keep pace with their digital-first customer base. Before partnering with us, they operated on a fragmented legacy system that forced agents to jump between three different screens just to log a single customer interaction. Their goal was to unify their voice communications within Salesforce to create a “single pane of glass” for their entire support operation.
Project Brief
The mission was to deploy Salesforce Service Cloud Voice (SCV) integrated with Amazon Connect to replace their aging on-premise telephony. While the standard setup promised efficiency, the real challenge surfaced during the pilot phase, “The Refresh Glitch.” In a fast-paced environment, agents occasionally refresh their browsers. In a standard setup, this often kills the audio mid-conversation, leaving the customer in silence and the agent in a panic. Our mandate was to not only build the core integration but to engineer a zero-code, fail-safe recovery mechanism that ensured no customer was ever left hanging due to a simple browser refresh.