L’Oréal UK and Ireland, managing 36 global beauty brands, required enhancements to their existing Amazon Connect call centre. The challenge was to provide a dynamic solution that could inform customers of long wait times during periods of high call volume, while streamlining the management of 36 individual brand contact flows.
Key Challenges and Requirements:
- Real-time long wait time notifications for customers.
- Consolidation of 36 separate contact flows to simplify management.
- Dynamic brand detection and tailored customer messaging.
- Provisioning new brands efficiently without manual updates.
Solution:
Cloud Fundamental reviewed L’Oréal’s existing Amazon Connect setup and recommended consolidating the 36 contact flows into one universal flow, with dynamic brand detection powered by AWS Lambda and DynamoDB. This solution uses the incoming caller’s number to retrieve brand-specific information and provides customised prompts and agent whisper flows. Additionally, the system was designed to automatically notify customers of extended wait times during peak periods using the Check Queue Status block within Amazon Connect.
Results:
The solution not only met the original requirement of dynamic wait-time notifications but also delivered additional benefits. The consolidation of the 36 contact flows into one significantly simplified management and reduced inconsistencies between brands. The system now supports dynamic brand messaging and makes it easier to provision new brands. Following this success, HGS (L’Oréal’s outsourcing partner) has requested further analysis of the AWS infrastructure for additional improvements.
For more information about this transformation, view the case study document here: