Rapid Deployment and Unmatched Support with IT Staff Augmentation
Our client is a cloud-based customer relationship management software company, supporting a customer who is a provider of life insurance, annuity, and retirement products.
Industry: Technology & Consumer Electronics
2
months to build an IVR experience
4
months from request to full implementation
Challenge
As the cloud-based software company was finishing up a long-term project to implement a Salesforce Service Cloud Voice (SCV) and Amazon Connect-powered contact center for its financial services customer, it realized it needed more resources to complete the solution. The company began looking for a partner to help with IT staff augmentation.
Solution
Our client needed additional resources to assist with an ongoing interactive voice response (IVR) implementation, specifically migrating its customer to Amazon Connect and Service Cloud Voice. The client was understaffed and required an Amazon Connect expert to build the IVR for the customer’s life insurance line of business within a tight timeline of just 4 months.
Following a competitive interview process, Concentrix made the best impression, wowing the client with our highly relevant technical knowledge and strong experience in Amazon Web Services, Salesforce, and Amazon Connect.
An expert in IT staff augmentation, Concentrix seamlessly integrated into the client’s agile scrum processes using Jira. We quickly assessed the current state of the implementation, compared it to the intended end-state, and started completing assigned user stories within days of joining the project. Joining an existing team of nearly 60 people, we collaborated with project managers, developers, conversational designers, and architects across three lines of business, quickly integrating as an extension of the existing team:
- Built over two dozen contact flows and modules within Amazon Connect, coordinating with Salesforce and AWS developers to deliver on requirements.
- Completed over 80 user stories in just 3 sprints and, in the words of our client, “essentially delivered at minimum 2x capacity of what is ideally attainable.”
Concentrix’s work prepared the client for success during the customer’s QA phase, where we assisted with diagnosing and fixing issues in preparation for the go-live.
After the go-live, we provided production support across the entire project, diagnosing and fixing production issues from other workstreams on multiple occasions. According to the client, Concentrix’s “ability to quickly diagnose the problem, determine the root cause, and have potential solutions is truly something.”
“I believe Concentrix played a crucial role in achieving our deliverables. In addition, Concentrix was always willing to help, whether it is troubleshooting or explaining how Amazon Contact centers work. On a couple of different occasions, they helped resolve production issues from other workstreams.”
—Client Senior Solutions Architect
Outcomes
Concentrix brought knowledgeable resources to the project, helping the clients meet their deadlines and assisting them through their project go-live:
- We identified a viable IT staff augmentation candidate in 3 days.
- The candidate started just 2 weeks after the initial request.
- We built the IVR experience for an entire line of business in just 2 months.
- We were prepared for full implementation (including go-live support) within 4 months.
In addition to implementation work, we also advised on best practices and assisted in solving production issues.
As a Salesforce implementation partner, we’re evolving the customer experience and transforming customer engagement through dynamic, technology-powered strategies with next-generation care.
Related Services and Solutions
Let’s Connect
Click here if you’re looking for a Concentrix career opportunity.