CASE
About the Client
CMPC
(CMPC S.A.) is a major Chilean multinational company
specializing in the pulp, paper, and forest products industries.
Headquartered in Santiago, Chile, CMPC is one of the largest and most
influential paper manufacturers in Latin America and ranks
among the world’s leading companies in the sector. This case was
conducted with partnership with TCS Tata Consultancy Services, with the
responsibility to conduct the customer interface and commercial relationship.
All technical implementation was conducted by Darede.
Client Challenge
The previous environment relied on multiple,
decentralized customer service solutions, making it difficult to standardize
and maintain operational control across 9 different countries.
Main challenges included:
• Centralizing customer service on a single platform.
• Integrating telecom providers for inbound and outbound calls in multiple countries.
• Ensuring high availability, call recording, and interaction security.
• Providing a customized customer journey for each unit/country, but managed centrally.
• Quickly provisioning and configuring agents and service flows, with support for different business hours and languages.
Why AWS and Darede?
Amazon Connect was chosen for being
a native cloud solution, scalable, flexible, and quick to implement, enabling
the centralization and modernization of customer service on a single platform.
Darede was selected as the strategic partner due to its proven expertise in
deploying contact center projects on AWS, ensuring the best use of platform
resources, high availability, and specialized support for multinational
environments.
Developed Solution
Darede carried out the complete deployment of the Amazon Connect platform for TCS – CMPC – Softys, which included:
• Centralizing calls from 9 countries (Argentina, Chile, Colombia, Mexico, Peru, USA, Germany, Brazil, China, Ecuador, and Uruguay), with provisioning of local numbers (toll free, DID, UIFN).
• Configuring service flows (IVR) for CMPC and Softys, using a visual editor for easy maintenance of call scripts.
• Automatic distribution of calls among units, queues, and languages, using custom routing profiles (Portuguese, Spanish, English).
• Provisioning 23 agents and managing them directly through Amazon Connect.
• Integration with telecom operators, enabling both inbound and outbound calls.
• Enabling call recording, with secure storage of recordings in S3 and detailed interaction logs (CloudWatch and S3).
• Configuring enhanced call monitoring (supervisors can join live calls for guidance).
• Customizing the customer journey for each business unit, with a dedicated outbound flow for active calls.
• Managing agent breaks, operating hours, and user permissions directly via Connect.
As an example, the architecture of the Amazon Connect platform utilizes multiple AWS regions and high-availability features such as Multi-AZ deployments and scalable components. The solution was designed to operate 24/7, distributing customer calls across agents in different countries and languages.
Results and Benefits
By implementing this process, we have achieved the following:
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1. Centralization and standardization of customer service across multiple countries;
2. Instant scalability and simplified agent provisioning;
3. Automation and ease of maintenance for service flows;
4. High availability and resilience with 24×7 operation;
5. Security and compliance, with secure call recording and permission controls;
6. Reduction in operational costs and greater agility for business adjustments;
Partner Solution
Darede is a Brazilian cloud
consulting firm, AWS partner, and participated in the entire project lifecycle:
architecture design, deployment, integration, training, and support, ensuring
the best experience and results for CMPC with TCS support.
Lessons Learned
During the Amazon Connect
implementation at CMPC, a key lesson emerged: the impact of telecommunications
providers’ response times on project timelines.
Main
Learning Point
• Delays in Provisioning Phone Lines:
The most significant challenge was the lengthy process for local telecom operators to provide phone numbers and connections for all countries included in the project.
Details
and Impact
• The deployment required integrating Amazon Connect with traditional telephony infrastructure in multiple countries, each with its own providers and regulatory environment.
• Despite thorough planning, the team faced unexpected delays because some operators took much longer than anticipated to allocate and activate the required phone lines.
• These delays affected the overall project schedule and risked undermining the project effectiveness by limiting the ability to test Amazon Connect features across all intended countries simultaneously.
Key
Takeaways
• Early Engagement: Engage with telecom providers early in the planning phase to understand lead times and regulatory requirements for each country.
• Contingency Planning: Build buffer time into deployment schedules for potential telecommunications delays.
• Cross-Country Coordination: Each region may require separate processes and paperwork; maintaining strong communication channels with all local stakeholders is vital.
• Transparency with Stakeholders: Communicate potential risks related to phone line provisioning clearly to project sponsors and end users to set realistic expectations.
