Kustomer’s Native Voice Integration with Amazon Connect To Revolutionize Omnichannel Support

By STS News Desk On Nov 2, 2018

Leveraging the integrated functionalities, companies like Ring™ can automate multi-channel routing and queuing and fundamentally transform their service experience

Kustomer, a modern CRM platform for customer experience, service and support, announced today its integration with Amazon Connect, a self-service, cloud-based contact center service from Amazon Web Services (AWS). Now, contact centers and support teams can seamlessly leverage both solutions to deliver a groundbreaking and personalized omnichannel service and support experience to customers, while also increasing contact center productivity through the seamless use and flow of rich customer and interaction data. Most importantly, the integration allows for a revolutionary approach to setup and handling of IVR processes, as Amazon Connect’s IVR is able to data-dip into Kustomer’s rich CRM database and use it to present information or route callers to the most efficient experience.

Unique benefits of the integration include the ability to:

Build personalized IVR trees using information stored within the Kustomer platform
Streamline service with multi-channel routing and queueing
Connect customers and agents across channels in a single platform

Brad Birnbaum, Co-Founder and CEO of Kustomer, explains, “In addition to creating a true omnichannel experience for the end customer, our revolutionary native integration with Amazon Connect allows companies to provide a highly personalized IVR experience to customers by data-dipping into the Kustomer platform for customer information.” Birnbaum continues, “Imagine you are an e-commerce company. When a customer calls in, instead of providing their loyalty or order number, the system will detect the phone number and be able to dip into the Kustomer platform to gather all relevant information and influence the next action in the IVR. For example, if the customer has VIP status, they will be routed to the dedicated VIP help desk. The team member handling the call will have all customer information in front of them in one timeline, which ensures the customer is receiving the continuous and personal service they expect.”

Ring, a global home security company that has revolutionized the industry, recently decided to switch their voice service for their support team to Amazon Connect. Jon Irwin, COO of Ring, explains, “Moving forward with Kustomer’s Amazon Connect integration was one of the best decisions we have made for our community support team as well as our end customers, or ‘neighbors’. We’re excited to be using Kustomer’s robust platform, which is not only reliable, but increases service efficiency, giving us an edge in providing unparalleled neighbor experience.” Irwin goes on to explain how the integration dramatically improves agent experience, “Making it easy for our thousands of team members to answer calls and change their status directly in the Kustomer Timeline—where they also see each customer’s full history of interactions—is a massive time and productivity saver.”

Amazon Connect natively fits into the Kustomer user interface. A dedicated status bar allows agents to change their status and get call notifications. Unique to the Kustomer integration, when a new call is received or initiated, the Customer Timeline pops up with the entire customer history of interactions and conversations across channels. If a call is in process, the agents will not get new emails or chat messages during that time. Messaging resumes automatically once the agent’s status goes back to “Available.” Call data, recordings and notes are saved in the customer’s timeline for future reference and agents can easily follow up with SMS, email, phone, etc. – all in the same screen.