CASE
About the Client
Omie is a reference company in the CRM segment, continuously seeking innovation and excellence in customer relationships. With a growing user base and a focus on technology, the objective was to evolve customer experience, increase operational efficiency, and centralize all service channels.
Client Challenge
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Omie identified the need for:
• Real-time call transcription;
• Gaining insights from call analysis to improve service and customer satisfaction;
• Centralizing IVR and Chatbot services;
• Integrating the contact center with their CRM and other channels, such as WhatsApp;
• Supporting up to 70 simultaneous agents, with call and message recording
Why AWS and Darede?
Amazon Connect was chosen for its ability to deliver a scalable omnichannel solution, with easy integration to AI and analytics services, and for being fully managed in AWS, which reduces complexity and operational costs.
Darede was brought in as a strategic partner, with proven expertise in AWS Contact Center projects and complex integrations with AI and legacy systems, ensuring a safe, rapid, and high-value implementation.
Developed Solution
Darede delivered the complete implementation of
Amazon Connect at Omie, including:
• Configuration for up to 70 simultaneous agents.
• Call and message recording, with secure storage and compliance.
• Development of IVR and Chatbot flows using Amazon Connect’s visual editor.
• Integration with Live Call Analytics (LCA) for real-time transcription and sentiment analysis.
• Conversation summarization at the end of calls and knowledge base lookup to assist agents.
• Direct integration with Omie CRM and WhatsApp via APIs and Lambda functions.
• Customization of LCA frontend, with user permission controls, audio playback, and voice chat interaction.
• Development of event methods for transcription and analysis, and functions for searching indexed data in Amazon Kendra.
The architecture is highly available, scalable, and secure, with Multi-AZ deployment for 24×7 operations, intelligent call routing and load balancing among agents, secure storage of call recordings in Amazon S3 with auditable logs in CloudWatch, automated workflows via AWS Lambda for seamless integrations, and advanced call analytics using Live Call Analytics and Claude V3 AI for real-time transcription and insights.
Results and Benefits
By implementing this process, we have achieved the following:
1. Centralization of service channels, improving quality and standardization of customer support;
2. Real-time call transcription and analysis, generating strategic insights for business areas.
3. Automation of customer service flows, reducing operational costs and increasing efficiency.
4. Ease of scaling and maintaining the solution, supporting Omie’s growth with agility.
5. Compliance, security, and complete control of interactions, with audit trails, granular permissions, and automated backup.
Partner Solution
Darede is a cloud and Contact Center
solutions specialist, AWS partner, with broad experience in innovation projects
for large companies in Brazil. Darede acted in all phases: architecture,
implementation, integration, training, and support, ensuring the best results
for Omie.
Lessons Learned
During the Amazon Connect deployment
at Omie, an important lesson emerged regarding the project scope
and implementation strategy, particularly related to the IVR (Interactive Voice
Response) system.
Start Simple and Adopt a Phased
Approach with Complex Architectures
The initial decision to implement a
fully-featured IVR with a complex architecture from the outset made the
deployment process more challenging and delayed the realization of benefits for
the client. In hindsight, starting with a simpler implementation and
introducing advanced IVR features in later phases would have been more
effective.
Details
and Impact
• Attempting to deliver a comprehensive IVR solution in a single phase increased project complexity and extended delivery timelines.
• This approach did not allow Omie to quickly experience the fundamental benefits of Amazon Connect, as essential features were delayed by the need to address more complex requirements first.
• The late delivery of visible value impacted the initial perception of the project’s benefits among stakeholders.
Key
Takeaways
• Phased Delivery: Begin with a straightforward implementation to provide immediate value and gather feedback, then add complexity in subsequent phases.
• Change Management: Early wins are critical to maintain stakeholder engagement and support for ongoing project activities.
• Project Flexibility: Adopting an incremental approach helps manage risk and enables continuous improvement based on real-world use.
