Founded over forty years ago, this food retailer now serves customers at more than 500 stores throughout North America and Europe and employs more than 100,000 people.
To manage call center operations, the retailer was using an older version of Cisco Interactive Voice Response (IVR) in combination with other systems. The legacy IVR system, lacking modern features, had become obsolete and reached end-of-life (EOL). In addition to high licenses costs, the system lacked flexibility and scalability and the overall customer experience fell short for several reasons. The phone tree system was complex and inefficient, with multiple layers of options which could confuse callers. The First Call Resolution (FCR) time was too lengthy. Finally, the retailer also sought to consolidate their IVR and wallboard products into one solution.
After conducting a thorough assessment, the retailer chose to adopt Amazon Connect and develop a wallboard and an agent interface. The retailer then selected Netrix Global, an AWS Premier Partner, for support throughout the migration process due to Netrix’s expertise in Amazon Connect.
Rather than pushing any one technology, Netrix is committed to developing custom solutions to help clients achieve their business goals. In addition to technical expertise, Netrix helped the client understand what internal departments needed to be involved in the development of the solution and gather their various requirements.
The solution was composed of Amazon Connect, Amazon Kinesis Data Stream and Amazon Data Firehose, Step Functions, Lambda Functions, API Gateway, CloudFront, S3, S3 Glacier, Cognito, AWS WAF, DynamoDB, Lex (AI), and Transcribe (AI).
Netrix successfully migrated the IVR to the AWS (Amazon Web Services) cloud, making the transition as seamless as possible for agents and supervisors. Additionally, Netrix provided comprehensive training to agents and managers to familiarize them with the new tool. This included practical sessions and detailed guides to ensure smooth adoption. Staff were able to continue their tasks without interruption.
By integrating the retailer’s CRM and Service Now, the new solution features an improved agent panel that provides vital case information on incoming calls. This just-in-time information empowers agents with a better understating to serve customers and facilitates quicker, more efficient call resolution.
To meet the retailer’s unique business needs, Netrix also developed custom wallboards and an agent panel interface from scratch. The retailer can now track contact center metrics in real-time. Netrix incorporated natural language processing and AI to measure agents’ attention levels and customer satisfaction. Calls are automatically recorded and transcribed, and the information is loaded into a data lake for further analysis. Netrix configured a data lake and developed custom plugins for Business Intelligence (BI), enabling the retailer to use Tableau for reporting and analytics.
By consolidating IVR and wallboard products, Netrix reduced total costs for the retailer. Call center services are now consolidated on a single invoice. Additionally, internal relations between the call center department and others business units were improved through the migration process.
“Netrix developed a comprehensive plan for production rollout, meeting deadlines, and minimizing risks. We guided the client through each step of the process, from planning to critical decision-making. We exceeded our client’s expectations due to our dedication and focus on their business goals. We have continued working with this client for several years and continued to evolve the solution for them,” concluded service delivery lead, Netrix
While improving processes, the new solution is also more scalable. Netrix leveraged AWS’s scalability and flexibility. As a large, multi-national corporation, the retailer required support through a substantial migration involving multiple departments. Understanding the correct resources to integrate and enabling secure authentication were particularly challenging. Netrix worked to understand the various roles and responsibilities inside the retailer’s organizational chart in order to align the project needs.
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