Global footwear brand
Extended an existing Amazon Connect instance so European customers are routed by country and language to agents in Asia, with full context in Salesforce on answer.
The brand already ran Amazon Connect but needed one contact centre to serve customers across regions from an offshore agent hub in Asia.
Agents in Asia had to know where each caller was from the moment the call connected, and calls had to respect each region’s business hours across very different time zones.
Agents worked in Salesforce, so call context had to arrive there automatically instead of being re-keyed.
European customers call in several languages, so each caller had to reach an agent who speaks their language.
Contact flows identify the caller’s country and language and route them to agents skilled in that language.
Regional phone numbers let European customers call locally while being served from the Asian hub.
Hours of operation and queues are defined per region, so callers are only routed to the Asian hub during that region’s supported hours and shift coverage bridges the time-zone gap.
A Lex bot in the contact flow resolves routine requests without an agent, keeping agent capacity for complex conversations.
Embedded the Amazon Connect softphone in Salesforce using the Amazon Connect CTI Adapter, so agents handle calls without leaving the CRM.
The caller’s country, identified in Amazon Connect, is passed to Salesforce as call data with every contact.
A Visualforce page opens the customer form automatically on answer, pre-populated with the caller’s details.
Contacts are looked up or created and a Case is opened automatically, so every call is logged without manual data entry.
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