Designing and Building a Complete Salesforce Contact Center
Our client is a fintech collaborator that manages credit card partnership solutions across the entire credit and payment lifecycle.
Our client was awarded an exclusive partnership with a large fintech company offering small business credit cards, but it lacked the delivery essentials. It did not have a call system in place, which meant it had no means of routing and no strategy for its IVR. Additionally, it lacked a billing platform and collection system, and its Salesforce solution was not integrated into any other system within the company.
Rather than building and implementing its own on-premise solution, the client wanted to partner with a digital company that could provide a customized, high-quality, cloud-based Salesforce contact center solution.
Ultimately, the client chose Concentrix for our experience in the financial services market, our omnichannel capabilities, and our cloud expertise. We provided a personalized solution involving IVR, Amazon Connect, and Salesforce that allowed the client to provide world-class solutions from the start.
With so much to be developed and solutioned, we implemented an Agile way of working, constantly demoing the project for the client ti gather and implement feedback. Compared to a Waterfall approach, where only the final product is demonstrated, our approach meant fewer surprises at the end and more client input into the development of features needed, empowering us to provide a solution that met the client’s needs.
Our team started by breaking the entire project into smaller chunks, starting with designing the minimal viable product—the base-level solution needed to meet the client’s needs. We then built additional features on top of that solution:
Amazon for telephony
Amazon is used to take incoming calls and routing them appropriately, allowing calls to be assigned to the right department the first time. The solution includes sentiment analysis and call transcription.
Salesforce as the CRM, chat, and email platform
Integrated with Amazon Connect and Fiserv, the back-end banking system processor, the solution allows information to be shared across all platforms in the organization.
IVR development on Amazon Connect
Built on Amazon Connect, the solution enables incoming calls to be routed through an IVR, passing along customer inputs to the advisor through a CTI screen pop.
Intelligent Connect (IC) Dial
As the dialing and SMS platform for outgoing calls, the solution allows advisors to reach out to customers for collections, marketing, and other efforts, increasing penetration and overall collected revenue.
Intelligent Connect (IC) Collections
Our integrated web-based dialer uses augmented analytics, based on customer data, to proactively prompt advisors to call a profiled customer at a particular time for collections efforts.
DocuFree’s Secure Mailroom
This digital mailroom solution scans, captures, and processes data from incoming documents, and integrates with the back-end systems to distribute it to the right people and systems.
“Concentrix exemplifies the consultative approach. They have the ability to challenge and propose neutrally brilliant solutions.”
– Client Operations Leader
Where the client had anticipated spending millions trying to migrate to a Salesforce contact center solution, our cost to set up its CRM, build a self-service IVR, and integrate Salesforce with Amazon Connect was less than a quarter of that!
$1.3M estimated cost savings
Provided by eliminating the need for the client to install on-premise technology
30 second anticipated reduction in AHT
Achieved through the IVR passing along customer inputs through a CTI screen, reducing customer effort
60% anticipated IVR containment
Empowering self-service for payments, payment arrangements, balance inquiries, and charge disputes
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