The challenge

Carsales, Australia's No. 1 car website,  was constrained by an inflexible on-premise contact center solution. It was unreliable, expensive to maintain and required regular maintenance and upgrades to keep the software current. It also failed to provide deep analytics or functional flexibility to respond quickly to business changes. As a result, the system was unable to keep pace with flexible HR policies, such as the ability for agents to be able to work from any location.

Carsales’ aim is to provide a personalised experience for each customer. They recognised the need for a CX solution that could use their customer data in Zendesk and Salesforce CRMs to create a unique experience for each interaction.

Our solution

VoiceFoundry, a TTEC Digital company, deployed a solution consisting of Amazon Connect, Calabrio Quality Management and Advanced Reporting and Analytics powered by eMite. Amazon Connect was chosen as the CX orchestration engine to bring the contact center, CRM data and Quality Management solutions together. Key to the decision was ease of integration of these cloud applications.

The results

The openness of the Amazon Connect platform has allowed Carsales to provide a more personalised experience to their clients. The solution provides both real-time and historical analytics. This gives Carsales immediate access to ”voice of the customer data” with the ability to quickly initiate changes and reduce customer effort.

The total cost of ownership migrating to Amazon Connect has seen savings of over 50% compared to the previous on-premise solution. Furthermore, Carsales now has a zero infrastructure footprint for their entire contact center solution, which has created savings. The agent requirements are simply a browser and an internet connection.

Amazon Connect has allowed Carsales to take control of their contact center and make moves, additions, and changes without the involvement of IT.