Amazon Connect for Arvato

Technical innovations are often associated with quality improvements and cost reductions. Solutions no longer have to be operated locally as individual solutions – cloud services enable the use of corporate applications anytime and anywhere. They are highly available, standardized, cost-optimized, and implemented within days. The telephony infrastructure of a service center at the customer Arvato was to be replaced within six weeks.

The service center of the future was to be implemented as a cloud-based standard application Amazon Connect - innovative, modern, reliable, and cost-optimized. Customer solutions should be clarified quickly during the initial call, and customer satisfaction should increase significantly. Call flows should be dynamically adaptable, and employees should be able to be assigned to service lines online.

For Arvato, an innovative and purely cloud-based solution, was developed quickly based on individual requirements such as service lines, call flows and employee skills. Instead of investing in hardware or software, the on-demand solution only charges for the minutes spoken and services used. This significantly reduces the costs of the existing contact center solution. By using an already existing framework, the solution could be put into operation within a short time. Adaptations and changes are now implemented in minutes and immediately available productively.

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