Vocus goes live with Amazon Connect’s cloud-based contact center

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Vocus announced the completion of the migration of its contact center platform to Amazon Connect, a cloud-based solution hosted on Amazon Web Services (AWS).

Vocus, recently acquired by a consortium of Macquarie Infrastructure and Real Assets and Aware Super for A$3.5 billion, said the move to Amazon Connect has enabled it to deliver a more personalized digital experience for its customers.

The move saw the company consolidate five disparate call-handling platforms with 200 team members into a single platform. He said he made the move in less than eight weeks.

Vocus’ contact center service offers 24/7 support, with the company having more than 5,000 customers. The new platform, he said, allows Vocus to consolidate customer information across multiple platforms, which has increased data visibility by 35% on requests handled by various teams by migrating systems from legacy telephony without reporting capabilities to Amazon Connect.

Amazon Connect is also gradually being integrated with Vocus’ Salesforce customer relationship management (CRM) platform, which the company says will allow it to capture information across multiple service channels and create new digital tools to customers.

“Amazon Connect features, such as voice and text analytics, will integrate with other CRM functionality, giving Vocus a complete view of customer interactions and enabling Vocus to provide more personalized and proactive service. “, the company said in a statement.

Vocus general manager of digital and customer experience, Brady Jacobsen, said migrating to Amazon Connect supports the company’s “future state” agenda, which sees it focus on simplifying, modernizing and consolidation of its networks and technology.

“The Vocus Future State Program is transforming the way our customers interact with us. While our Vocus support team members will remain at the heart of service delivery, we are focused on giving businesses and governments the choice to serve themselves digitally through a richer online experience and through our support teams,” he said.

“Customer trust is built on consistently proving to your customers that they can count on you, your products and your people to anticipate and meet their needs.”


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