Shoppers Stop
India
Retail
Amazon Connect, Lambda, Transcribe, Athena
The customer was in need of a single platform to service all of their contact center needs globally across (4) countries. They system needed to be highly available, provide local number access and be simple to manage.
Amazon Connect was proposed as the core platform to support their customers calls along with a number of other AWS services. Leveraging the AWS Connect system as a single routing solution for customer calls and then using other AWS services like Lambda, Transcribe and Athena to meet other business requirements needed by the customer.
Based around AWS Connect a number of key services were used. Using AWS Connect the customer was able to handle customer calls, using S3 for storage of all logs and recordings, using Athena to expose data. AWS Connect was able to support all of the countries required which were USA, CAN, India and UK.
Below is the architecture diagram of solution designed by Avahi’s cloud experts.
Avahi completed the project in 2 phases. The first phase was to migrate all users to Amazon Connect and integrate with Kustomer. Second phase was to make all of the data from both Connect and Kustomer available to be reported on as needed by a 3rd party tool. Phase one was deployed and live in less than 30 days, with some non-critical items finished after the initial timeline.
The customer now has an integrated Kustomer / Connect omnichannel contact center solution that can scale as needed while providing the required reporting data.
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