About Cloud Wave Company
Cloudwave is a Healthcare Cloud Transformation Company holds solid years of experience in health care industry. Their ultimate aim is bring the cloud to the healthcare. They hold hands with another small company which provides IT solutions to MEDITECH hospitals. This team grew with their spirit and knowledge which resulted in OpSus Healthcare cloud.
The Challenge
Cloudwave needed a specific requirement to provide enhanced user experience to their customers. They wanted to change the work flow design in customer support department. They would like to provide 24*7 customer support through phone along with call transfer facility if any of the customer support agent unable to attend the call. Cloudwave needed an efficient, cost-effective and reliable solution to provide seamless experience to the customers
The Solution
We analyzed the requirements of CloudWave and figured out the solution with our proficient skill set. We picked up AWS connect, contact lens and third-party tool named Okta cloud connect sort out their requirements. At first, we used Amazon Connect to set a contact center which has a capability to support millions of customers. customers can use this to make calls. Then, we created hours of operation, queues, routing profiles and agent status. After that we created a user’s/agent or we can use .csv template file.
Finally, contact flow is defined. A contact flow outlines the whole client interaction with the contact center. Contact lens is used for real-time analyzation. By bringing up all the details of the consumer, the profile will help the agent better comprehend and resolve a problem. In order leverage single sign-on (SSO) with SAML and acquire access to particular roles, we used Okta for user authentication to one or more AWS accounts.
Services We Incorporated
AWS Services Used
Amazon Connect: Allows to of variety of tools. support millions representatives need scale call center the to set up a contact center in minutes that can customers. Because of the omnichannel experience, not to have familiarity with a variety of tools.
Contact Lens: It’s to identify product feedback. follow the sentiments and to a feature of Amazon Connect which helps trends of customer conversations in real time to identify product feedback.
Third Party Tool Used
Okta Cloud Connect: to Active Directory credentials from the organization. access Directory exit AWS are automatically Users can use their current Active services flowed With Okta Cloud Connect. It updates in to Okta and AWS as users join and exit from the organization.
The Impact
CloudWave can now around the any special training. clock. Additionally, it without undergoing offer their customers the greatest customer service is incredibly secure and easy to use. Agents can use tools without undergoing any special training.
Conclusion
Working With CloudWave is a wonderful experience. They are happy and satisfied with the solution we provided. We enjoy working with CloudWave and want to continue doing so for many more years to come.
