Case Study: Phone.com improves billing support efficiency with NeuraFlash and Amazon Connect

Phone.com Uses Amazon Connect to Provide Better Customer Service

Phone.com, a communications company, was using a cloud-based contact center with inflexible pricing and support, and found that integrating it with Salesforce Service Cloud was expensive and lacked key contact center features. This made it too costly to move the billing department onto the existing system. Vendor NeuraFlash helped Phone.com evaluate a new approach using Amazon Connect and Salesforce Service Cloud Voice.

NeuraFlash built and deployed an Amazon Connect contact center for 10 billing agents in just a few days, adding Salesforce screen pops through the Amazon Connect CTI Adapter for Salesforce and creating a customized voicemail solution using Amazon S3, AWS Lambda, and Amazon Transcribe. The result was a better agent experience and improved customer service, including a 30-second average reduction in handle time per agent and a 15% reduction in licensing costs through Amazon’s usage-based pricing.

Phone.com