Transformed Contact Center CX with AWS-Powered Intelligence
Industry
Healthcare
Project
Post-Call Feedback Automation & Omnichannel Contact Experience
Client
US based
Our Role
Development
Technologies
Amazon Connect, AWS Lambda, Amazon DynamoDB, CloudWatch, S3 Bucket, Amazon Lex, Amazon CloudFront, Amazon Cognito, AWS API Gateway, Communication Widget
“CloudTern was a true partner throughout the engagement—collaborative, responsive, and always aligned with our goals.”
Jason Mitchell
Head of Operations
Challenge
Disconnected Feedback Loop: Post-call feedback was collected without linking it to agent or call context, limiting actionable insights and making it difficult to improve customer experience.
No Actionable Queue Options: Callers stuck in static queues with no choice but to wait—leading to frustration and call abandonment.
Lack of Web Engagement: Customers couldn’t initiate chat or voice contact directly from the website, limiting channel accessibility.
Solution
Contextual Feedback Mapping: Implemented Lambda functions to automatically link post-call survey data with agent ID and call metadata, enabling precise performance tracking and actionable insights.
Intelligent Queue Experience: Enhanced queue flows in Amazon Connect to offer interactive options—like requesting a callback or continuing to wait—empowering customers and reducing call abandonment.
Embedded Omni Channel Widget: Deployed a web-based communication widget allowing customers to initiate chat or voice calls directly from the website, improving accessibility and engagement.
Centralized Feedback Storage: Used DynamoDB to structure and store survey responses, agent details, and survey results in a unified format for real-time analysis and dashboard integration.
Key Benefits
Unified Data View
Enabled full visibility by linking feedback to agents and calls—driving better performance insights and service quality.
Reduced Call Abandonment by 40%
Interactive queue options kept callers engaged, significantly lowering drop-off rates.
Increased Customer Accessibility
Web-based chat and voice channels offered more flexible support options for users.
Data-Driven Decisions
Structured data storage powered real-time dashboards and improved operational strategy.
