Case Study: a real estate client streamlines IVR and call routing with AWS Connect services from Cloud Kinetics

a real-estate client streamlines IVR for 20+ business units with Cloud Kinetics

Cloud Kinetics provided AWS Connect services to Real Estate Group, a real estate marketplace and transaction solutions provider. The customer faced a challenge with over 20 separate business units, each using its own on-premise IVR solution that was nearing its end-of-life. They needed a more agile, cost-effective system that could easily implement IVR for new businesses and capture caller feedback for their on-premise data warehouse.

The solution implemented by Cloud Kinetics involved creating separate AWS Connect contact flows and toll-free numbers for each business unit. The system integrated with multiple third-party APIs and routed calls to skilled agents based on issue complexity. It also featured multiple automated survey touch-points, with the collected feedback being stored both in Amazon S3 and the client's on-premise database. This provided the client with personalized IVR, efficient call routing, and a streamlined process for gathering customer insights.