CX Solution
Amazon Connect - Freshsales
Background
NYRA – New York Racing Association. NYRA’s mission is to “Meeting the highest standards in thoroughbred racing and equine safety.”, Joseph Appelbaum is President of NYRA.
Business Challenge
NYRA’s phone system is powered by Amazon Connect and Freshsales to get customer deals for sales. They work with NYRA Bets; their major purpose is to gain opportunities; thus, they contact agents.
Sandeza Solution
Sandeza devised a solution to seamlessly integrate Amazon Connect and Freshsales platforms, incorporating requested features such as searching for numbers in call logs and contact lists, saving unknown numbers into the contacts module, adding manual logs to a contact, adding notes related to a conversation, displaying recent call notes from saved contacts, and displaying loyalty points and lead qualification scoring.
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.
