CX Solution
Amazon Connect - Freshdesk
Background
The company is associated with the Commonwealth Bank of Australia and offers both products and services, including Salesforce loyalty and customer management, airport and travel enhancements, and insurance and protection solutions.
Business Challenge
They works on two different environments Amazon Connect and Freshdesk, which was inconvenient. To operate productively, both platforms must coexist. The client requires to fetch customer data from the backend and display it in the CTI.
Sandeza Solution
Sandeza came up with a solution of integrating Amazon Connect with Freshdesk. The second requirement was to get customer details from the backend, so we had to create a fast API to fetch the backend details. The details are then fetched from the API in a secured manner and run on an Amazon EC2 instance. A Docker image was created for security reasons, and the instance was configured to run on that file. Then obtained the endpoint, mapped it to the frontend, and then presented the client data retrieved from the backend using the fast API.
Results and Benefits
The solution centralized customer data and automated call logging, cutting Mean Time to Resolution (MTTR) by 17%. Enhanced accessibility to client history increased First Contact Resolution (FCR) rates by 9%, improving overall service efficiency.
