Empowering community not-for-profit with cloud contact centre.

Project Summary

Community Options Australia (COA) is a not-for-profit community-based organisation with over 25 years’ experience providing complex and intense coordination services to older people, people with disabilities and their families and friends.

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COA were faced with the task of migrating from an on-premise voice solution into the cloud, specifically to empower flexible working,  and better integrate with their CRM to enable scheduled call backs delivering a better customer experience.

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Having spent time looking at all the known and household contact centre technology brands they eventually landed on the Amazon Connect platform with CloudWave as the technology partner to take them into the future.

With the contract on their existing technology expiring within the month, CloudWave needed to move COA's  contact centre onto Amazon Connect. In a stepped migration process CloudWave deployed a system with for like functionality within the month avoiding the existing technology contract renewal.

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Solution

CloudWave then moved to phase two of the project which included implementation of the CloudWave Neon Amazon Connect user interface incorporating tailored reporting dashboards giving the call centre and management real time visibility into the call centre activity.

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CloudWave began work with a signed agreement and statement of work in early July and successfully had COA up and running in production on Amazon Connect by the end of July, meeting their deadline to avoid a contract renewal of their Avaya system.

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Having understood and prioritised the day 1 functionality, we then spent some time deploying CloudWave Neon with tailored wallboards for visibility into the contact centre activities, this went live and provided COA real time visibility across the following metrics:

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• Agents Online
• Agents Available
• Agents On Call
• Contact in Queue
• Contacts Scheduled
• Slots Available

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CloudWave deployed the solution by developing an AWS Connect instance, and the associated Neon instance, in a CloudWave environment. COA was able to test the solution in its entirety prior to putting it into production. Production cut-over was simply, transparently, and reversibly achieved by re-pointing COA’s 1300 numbers at the new environment.

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CloudWave has since been engaged to integrate Neon with COA’s proprietary customer relationship management (CRM) solution. Integration was a straightforward matter of sending contact attributes to the CRM solution, displaying contact information in Neon, and “popping” a full data set in the CRM window.

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