The Challenge: A Costly and Inefficient Contact Center
In the contact center industry, efficiency and customer experience often seem to be in conflict. Many companies struggle with the dilemma of reducing costs without compromising service quality.
A clear example is Emssanar, one of Colombia’s leading EPS providers, which handled a high volume of calls with long wait times. Their traditional infrastructure led to high operational costs and limited scalability.
Emssanar needed to modernize its contact center and found the solution in Amazon Connect and artificial intelligence.
How Amazon Connect Reduces Costs Without Compromising CX
Amazon Connect is a cloud-based solution that allows businesses to operate a flexible, scalable, and cost-efficient contact center. Its key benefits include:
- Pay-as-you-go model: No need for expensive infrastructure—businesses only pay for actual usage.
- Automation with GenAI: Reduces agent workload, allowing them to focus on complex cases.
- Real-time analytics and optimization: Identifies call patterns and enables strategic adjustments for improved operational efficiency.
For Emssanar, this transformation resulted in a 45% reduction in operational costs and a 35% improvement in first-contact resolution.
ConnectPath: Maximizing Savings with Intelligent Automation
At Cloudhesive, as an Amazon Connect Partner, we enhance Amazon Connect’s efficiency with our ConnectPath solution, taking cost optimization to the next level.
- Reduction of repetitive calls with intelligent virtual assistants that handle common inquiries without human intervention.
- Better demand management with cloud-based automatic scalability.
- Integration with business systems to provide personalized responses and reduce response times.
With these enhancements, companies like Emssanar have improved customer experience while achieving sustainable cost reductions.
The Future of Contact Centers: Lower Costs, Greater Value
Businesses that continue operating traditional contact centers face rising costs and limited customer experience improvements. By combining Amazon Connect and GenAI, organizations can scale operations, enhance customer satisfaction, and significantly reduce costs.
Are you ready to transform your contact center and optimize costs? At Cloudhesive, as an Amazon Connect Partner, we help you implement the best solutions to modernize your customer service.
Contact us today to discover how to cut costs without compromising customer experience.
