CX Solution
Amazon Connect - Freshdesk
Background
Collinson is the Common Wealth Bank of Australia. Collinson is a product and service-based company, they offer services such as salesforce loyalty and customer management, airport and travel enhancement, and insurance and protection services.
Business Challenge
Collinson 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
Arta embeds and integrates to existing CRM platform with the custom CCP. Enables BOTs to respond calls, messages even before agent handles it. Enhanced features to show increased agent productivity in ticket call metrics and provide intelligent dashboards. Remarkable customer satisfaction provided to customers using agents and AI enabled transactions.
