About LinkActiv
LinkActiv is a full service direct marketing company that provides services to clients within a wide range of industries in the United States and Puerto Rico. LinkActiv’s highly skilled agents handle thousands of calls every day and help companies support their customers by providing world-class customer experiences.
Proposal
To migrate a legacy, on-premise, contact center to Amazon Connect and achieve cost optimizations and the modernization of the user interface utilized by agents.
- Implement custom contact flows that enable customers to select their preferred language and that helps them easily navigate through the menu options.
- Implement custom CCP to automate agent status changes and to capture custom metrics.
- Automate the generation of complex and custom XLS and XLSX reports on 30 minutes, daily and monthly intervals with predefined set of metrics on agents and queues.
- Customize a real-time, in-house, dashboard with out-of-the-box metrics by Amazon Connect and other custom metrics captured from a customized CCP and other sources.
Results
The contact center was built quickly and efficiently. Throughout the implementation and onboarding stages of the project, DFX5 provided consistent client support and provided LinkActiv with valuable trainings that helped them with a seamless transition of their call center operations. All customer requirements were met and the call center is now successfully receiving hundreds of calls on daily basis. Reports are generated reliably and the real- time dashboard is providing a deep overview of call center operations.
Lessons learned
This project required our Solution Architects to design a solution that was able to capture custom metrics. In an effort to provide a reliable and high quality solution, we made sure to evaluate and study Amazon Connect’s internal processes. This allowed us to discover innovative techniques that helped us achieve the project’s goals. Our efforts in learning about the possibilities of AWS and Amazon Connect helped us in successfully building the custom real-time reports dashboard, which now helps LinkActiv’s managers keep an overview of their operations.
AWS Solutions
Amazon Connect
Lambda
Dynamo DB
Kinesis
S3
SES
Problem statement/definition
LinkActiv needed to modernize and scale their call center in order to meet increased demands due to changes to the Community Development Block Grant program caused by the pandemic. Their requirements included the ability to access call recordings as well as the ability to automatically generate custom XLS and XLSX reports. Such reports needed to be automatically sent to a predefined list of email addresses on a 30 minute, daily, and monthly intervals. LinkActiv also needed a real-time overview of their operations to equip their managers with valuable data to facilitate their decision making regarding the contact center.
Our experience with DFX5 has been exceptional. They were open to our questions and quick to respond to our requests.
Why Amazon Connect?
Amazon Connect has helped thousands of organizations, from global enterprises to small businesses, set up an easy-to-use, omni-channel cloud contact center. Large or small, these companies have enjoyed many benefits—from improvements in customer experiences, support for remote agents, and increased agent productivity, to substantial IT cost savings, faster innovation, and scalability to meet their needs.
