How Pearson elevates CX with Amazon Connect & Salesforce Service Cloud (BIZ215)

Key Takeaways: Pearson's Journey with AWS and Salesforce

Challenges with Previous Contact Center Solution

  • Pearson faced challenges with their previous contact center vendor as it was not able to keep up with the evolving AI and changing customer dynamics.
  • The fragmentation and lack of a strategic future-proofing approach led Pearson to seek a new solution.

Key Considerations for New Solution

  • Longevity of the partnership and vendor's ability to support Pearson's transition from a service to a sales-focused organization.
  • Importance of a true partnership approach, where the vendor acts as a consultant and supports Pearson's complex business requirements.
  • Avoiding scope creep and ensuring clear and fair costs upfront.

Pearson's Transition to the New Solution

  • Pearson implemented the solution in waves, starting with their biggest business unit in the US, followed by APAC and EMEA markets.
  • Focused on data migration, system configurations, and a comprehensive change management approach to ensure a successful transition.
  • Extensive user training and involvement of their "Champions" (agents) in the process.

Key Benefits Realized

  • Cost savings of $2.5 million within the first year through reduced phone lines, utilization of next-best-action capabilities, and other efficiencies.
  • Improved globalization and ability to operate a "follow-the-sun" model, enabling around-the-clock customer support.
  • Significant increase in customer satisfaction (94% CSAT) and employee satisfaction (47-point increase in NPS).
  • Seamless omnichannel experience with visibility into all customer interactions.

Salesforce Contact Center with Amazon Connect

  • Natively integrated solution that extends Salesforce Service Cloud Voice with additional capabilities like chat, in-app voice, and unified routing.
  • Allows customers to leverage the benefits of Amazon Connect's features directly within the Salesforce agent experience.
  • Simplifies implementation and enables faster innovation for customers.

Key Takeaways

  • Prioritize finding a true partner, not just a vendor, when undertaking a contact center transformation.
  • Focus on future-proofing the solution and ensuring it can keep up with evolving customer expectations and technology advancements.
  • Involve end-users (agents) in the implementation process to ensure a successful transition.
  • Leverage the benefits of a natively integrated solution like Salesforce Contact Center with Amazon Connect to drive efficiency and innovation.

Your Digital Journey deserves a great story.

Build one with us.

Cookies Icon

These cookies are used to collect information about how you interact with this website and allow us to remember you. We use this information to improve and customize your browsing experience, as well as for analytics.

If you decline, your information won’t be tracked when you visit this website. A single cookie will be used in your browser to remember your preference.

Talk to us