Customer case
Transforming Customer Experience with Amazon Connect Omnichannel Platform and AI-Powered Self-Service
The Challenge
The customer required a unified omnichannel contact center solution to replace their fragmented legacy infrastructure. Their previous system architecture led to significant challenges in delivering seamless customer service:
- Separate systems for voice, chat, and email created inconsistent customer experiences and agent confusion
- Inability to scale during seasonal furniture sales peaks, leading to long wait times and customer frustration
- High operational costs from on-premises hardware, software licenses, and maintenance contracts
- Limited integration capabilities preventing access to real-time inventory and order information
- Agent productivity issues from switching between multiple systems and interfaces
- Difficulty expanding to new markets due to infrastructure complexity and costs
- No unified customer interaction history across channels, resulting in repeated information requests
- Lack of intelligent routing capabilities, leading to mismatched customer-agent pairings
As customer expectations increased for seamless omnichannel experiences, these limitations made it increasingly difficult to provide competitive customer service while controlling operational costs.
Why Elastic Move
Elastic Move was chosen for our proven expertise in Amazon Connect implementations and our leadership in omnichannel customer experience transformation. As an AWS Advanced Consulting Partner with Amazon Connect Service Delivery competency, we specialize in building intelligent, cloud-native contact center platforms that unify customer interactions across all channels.
Our deep knowledge of Amazon Connect’s omnichannel capabilities, combined with extensive experience in CRM integrations and AI-powered customer service, allows us to deliver seamless, scalable solutions that optimize agent productivity, enhance customer satisfaction, and provide comprehensive operational insights.
- 15+ years of experience of AWS
- Certified Amazon Connect experts
- Amazon Connect Delivery Partner
Solution
Elastic Move designed and implemented a comprehensive omnichannel solution using:
- Amazon Connect as the central contact center platform handling voice, chat, and email interactions with skills-based routing to 150 concurrent agents across furniture specialists, delivery experts, and technical support teams.
- Amazon Lex to provide natural language understanding for customer intent recognition and automated self-service capabilities for common inquiries like order status, store hours, and product availability.
- AWS Lambda functions to process real-time integrations with CRM systems, inventory databases, and order management platforms, providing agents with complete customer context and up-to-date product information.
- Amazon S3 for secure storage of call recordings, chat transcripts, knowledge base articles, and compliance documentation with automated lifecycle management.
- Amazon DynamoDB to maintain customer interaction history and profiles, enabling personalized service and context continuity across all channels.
- Amazon CloudWatch for comprehensive monitoring, real-time dashboards, and operational analytics tracking key performance indicators and agent productivity metrics.
- Custom contact flows designed for furniture retail scenarios including product inquiries, assembly support, delivery scheduling, and returns processing with intelligent escalation paths.
The solution automatically handles routine inquiries through self-service options while seamlessly routing complex issues to appropriate specialists, maintaining complete interaction context across all channels.
Result
The implementation delivered transformative operational and financial results across all key performance indicators. The organization achieved a 55% reduction in overall contact center operational costs through strategic infrastructure consolidation and dramatically improved operational efficiency. Customer service quality improved significantly with a 45% decrease in average handle time, enabled by intelligent routing capabilities and unified agent interfaces that streamlined workflows and reduced complexity.
Customer experience metrics showed substantial improvement, with satisfaction scores increasing by 35% due to consistent omnichannel experiences that maintained context and quality across all interaction channels. The enhanced capacity management and self-service options resulted in a 50% reduction in call abandonment rates, ensuring customers could access support when needed without frustrating delays.
System reliability reached enterprise-grade standards with 99.9% uptime achieved through multi-AZ deployment architecture and automated failover capabilities that eliminated service disruptions. Operational efficiency extended to workforce management, with agent onboarding accelerated by 60% through unified training programs and simplified interfaces that reduced complexity and learning curves for new team members.
The Benefits
Scalability: Cloud-native architecture automatically scales to handle seasonal peaks with 300% capacity increases without infrastructure investment.
Unified Experience: Seamless omnichannel platform maintains customer context across voice, chat, and email interactions.
Operational Efficiency: Integrated agent workspace with real-time customer data reduces handle time and improves first-call resolution.
Cost Optimization: Eliminated on-premises infrastructure costs while improving service quality and agent productivity.
Future-Ready: Extensible platform ready for additional channels, AI enhancements, and global market expansion.
This solution demonstrates how Amazon Connect’s omnichannel capabilities and integrated AWS services can transform retail customer service operations, delivering superior customer experiences while optimizing operational costs and preparing organizations for future growth.