Australian Telecom Company Migrates to Amazon Connect Contact Center

Amazon Connect, the tech giant’s omnichannel cloud contact center, helps companies provide improved customer service across voice, chat, and tasks at a lower cost than traditional contact center systems. This has given companies that cannot or don’t wish to invest in expensive hardware all the options of twenty-first century communications with their customers.

Vocus, formerly known as Vocus Communications (News - Alert), is an international telecommunications company headquartered in North Sydney, Australia. The company was recently acquired by a consortium comprised of Macquarie Infrastructure and Real Assets and Aware (News - Alert) Super for AU $3.5 billion, and it recently became one of Amazon Connect’s newest customers.

Vocus’ contact center service offers round-the-clock assistance for customers such as sales enquiries, customer care, and technical support. By moving to Amazon Connect, Vocus said it can now consolidate customer information across multiple platforms, and it is a core component in providing team members with a 360-degree view of customers.

The goal of the migration, according to Vocus, is to allow it to deliver a more personalized digital experience for its customers. The move is part of Vocus’ “Future State” program, which has seen the company take steps to simplify, modernize, and consolidate its networks and technology systems to improve the customer experience.

“Vocus’ Future State program is transforming the way our customers interact with us,” said Vocus General Manager of Digital and Customer Experience Brady Jacobsen in a statement. “While our Vocus support team members will remain central to service delivery, we are focused on giving enterprise and government customers the choice of self-serving digitally via a richer online experience and through our support teams.”

By migrating to Amazon Connect, said Jacobsen, the company also seeks to reduce telecom spending.

“The pay-as-you-go pricing model of Amazon Connect will also help us to reduce our annual contact centre telecommunications spend, allowing Vocus to invest back into the business and focus on delivering digital solutions providing our customers with a richer experience and a great level of control,” he noted.

In addition, Amazon Connect will be integrated with Vocus' Salesforce customer relationship management (CRM) platform as well, which the company said would allow it to capture insights across multiple service channels and to create new digital tools for customers.

Edited by Luke Bellos