Transforming Customer Experience with Cloud Technology
More and more companies are adopting Amazon Connect to modernize their contact centers and enhance customer experience (CX). But what does that look like in real results?
Here are real-world success stories of companies that have optimized operations, reduced costs, and delivered a faster, smarter customer service experience with Amazon Connect and GenAI.
AJE: Shorter Wait Times, Greater Operational Efficiency
Industry: Beverages & Consumer Goods
Challenge:
AJE, one of Latin America’s largest beverage producers, faced long wait times and a high rate of repetitive calls.
Solution:
They implemented Amazon Connect with GenAI-powered virtual assistants, enabling automation of common inquiries and intelligent call routing.
Results:
✔️ 60% reduction in wait times
✔️ 40% improvement in first-call resolution
✔️ Significant savings in operational costs
Emssanar: Contact Center Modernization with AI
Industry: Healthcare & Insurance
Challenge:
Emssanar struggled with high operational costs and managing a massive volume of patient and member calls.
Solution:
By migrating to Amazon Connect and integrating AI, Emssanar optimized call routing and improved agent efficiency.
Results:
• 45% reduction in operational costs
• 35% increase in first-call resolution rate
• Improved user experience with faster response times
Florida Technical College (FTC): Enhancing Student Engagement
Industry: Education
Challenge:
FTC needed to improve communication with students and prospects. Their manual processes led to delays and a low enrollment conversion rate.
Solution:
With Amazon Connect and ConnectPath, FTC automated responses to common inquiries and optimized lead management.
Results:
• 40% reduction in response times
• 30% increase in applicant conversion rates
• Higher engagement and a more personalized student experience
The Key to Success: Technology, Automation, and AI
These success stories demonstrate how Amazon Connect and AI can revolutionize customer service across various industries. From cost savings to improved customer experiences, businesses that adopt these solutions gain a significant competitive edge.
Want to be the next success story?
As an Amazon Connect Partner, Cloudhesive helps you implement cutting-edge technology to optimize your contact center and elevate customer experience.
📩 Contact us today to see how Amazon Connect and GenAI can take your business to the next level.
