Enterprise digital transformation consultancy ECS today announced a cluster of contact centre transformation engagements with some of the UK’s leading organisations.
The firm is helping customers including Cazoo, Direct Line Group’s Green Flag business and South East Water, to boost their customer service using Amazon Connect. The full roster of clients also includes ECS’s flagship Amazon Connect deployments at RBS, which began in 2018.
ECS has helped these organisations transform their contact centre operations since Covid-19 started impacting business continuity in March 2020. With many contact centres unable to operate effectively with a remote workforce and handle increasing contact volumes, the strategy of moving legacy technology to scalable, flexible cloud platforms and adopting voice and text chatbots has raced up the CEO agenda.
ECS is also seeing considerable interest from existing customer experience (CX) clients looking to use machine learning and analytics to assess customer sentiment and caller trends. These capabilities enable contact centres to identify agent training requirements, ensure compliance and mitigate against fraudulent activity.
Amazon Connect is a self-service, cloud-based contact centre service that makes it easy for any business to deliver better customer service at lower cost. ECS provides the tools, teams and processes to integrate AI, ML and automation into contact centre workflows, and extract and analyse data for greater business insights. Each step is accelerated using ECS Delivery Pods for agile delivery, ensuring a fast, sustainable and secure transformation. As evidence of the effectiveness of this approach, ECS set up a virtual contact centre in just 48 hours for one UK client at the start of lockdown.
Marc Turner, who joined recently joined ECS from AWS, heads the fast-growing CX sales team. He commented:
“While many organisations have raced towards digital transformation, the contact centre has often been left to struggle with outdated tools and technologies. Just as lockdown made the UK population appreciate the value of key workers, organisations too have reassessed their priorities and realised the value of a scalable, flexible contact centre in the cloud and the benefit of using AI and machine learning to glean new business insights. With our expertise in CX, data and digital engineering, we are perfectly positioned to help clients navigate this complex digital transformation with the goal of boosting their net promoter scores.”
ECS is one the key Service Delivery Partners for Amazon Connect in EMEA and its expertise in helping financial services clients move to Connect using agile delivery is second to none. It has now expanded its services to meet the needs of other highly regulated industries including energy and utilities.
About ECS
ECS is a digital transformation consultancy best known for empowering clients across all industries to transform using IT. Founded in 2008, we are devoted to enabling enterprises to change the way they change. We do this by adopting agile and DevOps techniques, and using our expertise in digital engineering, data analytics and customer experience – powered by Amazon Connect. The results include the rapid upskilling of teams, accelerated release cycles driving more meaningful customer experience and innovation. ECS has offices in London, Edinburgh, Glasgow, Singapore, Manchester and Pune.
