Cloud Transformation Strategy Improves a US Toll Road Operator’s Customer Experience
Transurban operates toll roads and manages transport infrastructure across multiple countries, including the US.
Industry: Travel, Transportation & Tourism
cloud contact center implemented
SecurePay IVR implemented
8
months to implement
Challenge
In North America, Transurban continues to adapt to evolving transportation needs in its market, with congestion and demand increasing on the roadways it operates. Beyond the physical management of the assets themselves, including on-road toll technologies, the customer service side is a critical component of the business that offered new opportunities for efficiency.
Electronic tolls. Transponders. Paper invoices. Automated payments. Voice, email, chat, and interactive voice response (IVR) customer service. It all adds up to an experience that can’t afford to be inefficient—and that’s where this client’s discovery process began.
Transurban didn’t just want greater efficiency in handling multi-channel communications; it wanted to build a whole new omnichannel environment, complete with a better process for payments to best serve customers and maintain high efficiency.
Solution
We began our journey 2021, collaborated with Transurban to investigate each of its requirements and needs, and then worked to implement an evergreen omnichannel solution to serve as a digital foundation. The scope of the project included:
Contact Center Migration
Powered by Amazon Web Services (AWS).
IVR Self-Service
P.owered by AWS.
Customized Advisor Softphone
Allowing advisors to handle voice interactions.
Voice Sentiment Analysis
Using AWS Contact Lens to analyze both advisor and customer sentiment, set rules to surface issues, and define paths to proactively address problem calls.
Customized Contact Dispositioning
Passing along key information from the IVR to the advisor to provide a better customer experience and better call dispositioning.
SecurePay Self-Service Payment Solution
Integrating with the client’s backend systems to provide customers with our secure, automated payment option.
Concentrix, powered by AWS Connect, executed a cloud transformation strategy with a cloud-based contact center and SecurePay IVR payment system. The solution allows Transurban’s customer case team members to interact with customers across multiple channels and to process payments securely.
“Concentrix was able to provide all requirements within an aggressive timeline, expediting delivery within budget, leaving the Transurban team in the US very pleased with the migration.”
Outcomes
Our solution was performed in a phased approach that took a total of 8 months to implement. The phased approach was necessary because the client’s backend host Application Programming Interfaces (APIs) were being delivered in phases, requiring us to be flexible in working within its delivery schedule.
The new AWS Connect contact center has been taking calls since 2023, with all payment processing now being handled within the IVR, freeing up customer case team members to focus on more complex, higher priority tasks.
Learn how moving your contact center to the cloud enables you to quickly adapt, shift, and meet customer expectations while also driving your business efficiencies and cost considerations. We make cloud contact center transformation easy.
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