Company summary
Care.com is an online marketplace for families to find childcare, senior care, care for those with special needs, care for home, tutoring support, and pet care. The company is headquartered in Austin, Texas, with offices in New York, Shelton, and Berlin. It is also a two-sided marketplace allowing caregivers to find jobs. Through its enterprise arm, Care for Business, the company provides employers with caregiving benefits for their employees.
The Challenge
Seeking an AI-capable, omni-channel alternative to legacy architecture
Care.com was seeking to consolidate and migrate its contact center functions from its legacy Five9 platform to a single, omni-channel platform that would include voice and text chat. Its requirements included agent experience customization, generative AI capabilities, and advanced analytics.
The Solution
Designing and delivering a text, email, chat, and voice solution in just three months
CloudHesive planned, built, and deployed an Amazon Connect and CloudHesive ConnectPath CX solution and migrated five Care.com departments and over 400 agents to it in just three months. It helped Care.com expand its footprint to six contact centers with plans to add a seventh.
The new, omni-channel solution incorporates Amazon Contact Lens for machine learning (ML)-powered contact center analytics and quality management, Amazon Q in Connect for a generative AI assistant, and Amazon Pinpoint for communicating with customers over email, SMS, push notifications, and voice. For data analytics, CloudHesive implemented Amazon Kinesis for streaming data processing, Amazon Athena for interactive SQL queries, and CloudHesive ConnectPath for call center analytics.
The benefits
Saving $300K annually on infrastructure costs alone
The migration was completed quickly, in under three months, due to ConnectPath’s feature set that eliminated the need for in-house development and customization for mission critical functions.
The optimized omni-channel solution was easy to use, and Care.com reported that it saved $300,000 annually on its contact center licenses and infrastructure costs and that its customer satisfaction scores had increased.
“We will never go back to Five9 now that we are in ConnectPath and Amazon Connect,” said Ronak Bhuta, Manager Infrastructure Engineering.
Services that drive success
Devops
- Deployment of Amazon Connect and CloudHesive ConnectPath CX
- Deployment of Amazon Contact Lens and Amazon Q in Connect for generative AI
- Deployment of Amazon Pinpoint for omni-channel communications
- Deployment of Amazon Kinesis for streaming data processing and Amazon Athena for interactive SQL queries
Customer benefit summary
- Saved $300,000 annually on licensing and infrastructure costs
- Improved customer satisfaction scores
AWS Technologies used
- Amazon Connect
- Amazon Contact Lens
- Amazon Q for Connect
- Amazon Simple Email Service
- Amazon Kinesis
- Amazon Pinpoint
- AWS Lambda
- Amazon S3
- Amazon Athena
CloudHesive technologies used
ConnectPath CX
Third-party technologies used
Industry
Healthcare
Segment
Public
Region
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