Coinbase scales omnichannel customer experience using Amazon Connect (BIZ217)
The Journey to Omni-Channel Customer Experience with Amazon Connect
Coinbase's Transformation Journey
Coinbase is the largest cryptocurrency exchange in the US with a focus on security, compliance, and user experience.
Prior to Amazon Connect, Coinbase faced challenges with their telephony and chat vendors, including high call disconnect rates, lack of integration with Salesforce, and difficulties with international expansion.
Coinbase's decision to migrate to Amazon Connect:
Consolidated telephony and chat into a single, stable platform with unified workforce management and seamless Salesforce integration.
Enabled rapid international expansion with reusable configurations and scalable translation services.
Provided the ability to automate voice of the customer insights through Amazon Contact Lens.
Key outcomes:
50% faster migration compared to previous vendors.
Launched Connect in 7 countries in multiple languages.
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