Case Study: We Insure improves contact center efficiency with Mission Cloud Services and Amazon Connect

We Insure cuts call times 10% with Mission Cloud Services

We Insure, an independent insurance franchisor, faced significant challenges with its Amazon Connect contact center platform. The system was inefficient, with over 450 call flow modules and a lack of integration with its CRM, workforce management, and agency management systems. This forced agents to toggle between multiple tools, leading to long call times and an inability to meet service-level targets, with only 30% of calls being transcribed. They partnered with Mission Cloud Services to optimize their AWS environment.

Mission Cloud Services implemented a streamlined solution by integrating We Insure's disparate systems and configuring the latest Amazon Connect features, including Amazon Nova Sonic. The results were transformative: call flow modules were reduced from 450 to 33, call length decreased, the call transcription rate hit 100%, and operational efficiency increased by 30%. Most notably, the contact center now answers over 80% of calls in under 20 seconds, far exceeding its previous target.

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