How a Software Provider Reduced Call-Handling Time by 99%

It’s no secret that extensive customer-service call times are costly for companies and frustrating for customers. 

A caller might interact with an automated voice menu just to be passed off to a support representative who asks some of the same questions. Then the representative has to create a ticket from scratch while navigating the customer through their challenge. Meanwhile, there are more callers in the queue and wait times are climbing. 

Watch the video below to learn more about Amazon Connect – the call-center environment that allowed a major software provider to reduce call-handling time by 99%.

• Dramatically reduce (or eliminate) wait times and cut service costs
• Integrate seamlessly with ServiceNow 
• Automatically create tickets based on customer interactions with voice menus  
• Provide case insight for support representatives to prevent redundant questions 
• Resolve more customer inquiries with bots alone