40% Cost-saving Achieved Migrating to Amazon Connect

Aokumo helped a FinTech company achieve 40% infrastructure cost-saving and 3X reliability by migrating their legacy PBX to Amazon Connect.

Project Brief

The Client

The client is a leading Fintech company based in Tokyo, providing a suite of financial services to hundreds of thousands of customers.

The Problem

The client’s call center was based on a legacy on-premise PBX system costing them too much without the ability to scale. The client wanted to leverage cloud technologies to modernize their call center, save costs, allow remote working, and improve customer service.

The Result

Aokumo migrated the client’s existing call center to the cloud-based call center with native integration of cloud tools and services to enable remote working, improve customer service, and scale on-demand.

Industry

FinTech

Featured Services

Technology Stack

Amazon Connect, Contact Center, Salesforce, AWS Transcribe, Data Lake

40% Cost-saving Achieved Migrating to Amazon Connect

Aokumo helped a FinTech company achieve 40% infrastructure cost-saving and 3X reliability by migrating their legacy PBX to Amazon Connect.

Industry

FinTech

Featured Services

Technology Stack

AWS Workspace, Office 365, Azure Active Directory, MicrosoftIntune, AWS VPN

Project Brief

The Client

The client is a leading Fintech company based in Tokyo, providing a suite of financial services to hundreds of thousands of customers.

The Problem

The client’s call center was based on a legacy on-premise PBX system costing them too much without the ability to scale. The client wanted to leverage cloud technologies to modernize their call center, save costs, allow remote working, and improve customer service.

The Solution

Aokumo migrated the client’s existing call center to the cloud-based call center with native integration of cloud tools and services to enable remote working, improve customer service, and scale on-demand.
results

Solutions

Migrated on-premise call center to scalable Amazon Connect.

Integrated cloud-native tools and technologies, including AWS Transcribe, Data Lake, and business intelligence tools.

Integrated Salesforce CRM for seamless management.

Implemented remote-ready technology to enable work from anywhere.

Impacts

40

%

cost savings with pay-as-you-use pricing.

50

%

increase in productivity

3

X

improved reliability and availability during peak hours

10

X

on-the-go business analytics for better decision-making

summary

The Need

The client handles thousands of customer queries every day with a dedicated call center setup. They also record calls for quality, training, and compliance purposes. Apart from this, their on-premise legacy PBX system could not handle the load during peak hours.

The client wanted to minimize their call center IT costs, boost employee productivity, and scale as per demand. Also, they wanted to enable work from anywhere with efficient collaboration and secure connections.

The client engaged Aokumo to modernize its call center on an urgent basis with cloud-based platforms, services, and tools.

The Challenges

The legacy PBX system had limited storage, not supporting the business requirements of keeping the recordings for an extended period.

The system was costly to upgrade, and data was not portable, making it useless to use outside the existing system without proprietary software.

Inability to integrate with modern systems like CRM to quickly access customer data impacted the customer services lifecycle.

The lack of high availability and data redundancy presented a business risk and was not in line with internal DR policies.

The Solutions

Aokumo conducted a workshop to identify the scope of improvements and built a roadmap and executable action plan to migrate the on-premise call center to Amazon Connect.

We built a prototype to get the client familiar with the technology, captured all workflows, and tested the complete system with a small team before complete rollout.

We integrated cloud-native tools, including Amazon Transcribe for speech recognition, and Data Lake for analytics.

We also integrated Salesforce CRM and business analytics tools to make operations data-driven and efficient.

Tools & Technologies

Aokumo leverages several Amazon services

Amazon Connect

- An omnichannel cloud-based cloud center that leverages the AWS ecosystem and can integrate with other enterprise applications, such as Salesforce.

Amazon Connect CTI Adapter

- Makes it easy to use your Amazon Connect contact center with Salesforce to deliver engaging service with lower cost at any scale.

Amazon S3

- A highly scalable, fast, and durable solution for any data type object-level storage accessed anywhere via the Internet through the Amazon Console and S3 API.

AWS Lambda

- A compute service that lets you run code without provisioning or managing servers.

Amazon Kinesis

- An AWS-managed, flexible, scalable service provided by Amazon that enables users to handle real-time streaming data from diverse sources.

impact

The Impacts

40

%

cost savings with pay-as-you-use pricing.

The client is able to save more than 40% in overall IT costs with Amazon Connect and pay-as-you-use pricing.

50

%

increase in productivity

Employee productivity has increased significantly due to faster access and streamlined business processes.

3

X

improved reliability and availability during peak hours

Amazon Connect seamlessly scales without manual intervention supporting the business during peak demand.

10

X

on-the-go business analytics for better decision-making

Call center agents and managers now make informed decisions just about any business process, resulting in improved customer satisfaction.