Case Study

Taking Customer Experience to the Next Level

Taking Customer Experience to the Next Level with Amazon Connect

About John Hancock                              

John Hancock Financial, established in 1862, is a premier provider of plans for wealth management, life insurance, retirement and other services. As part of an expansion for a new line of business, John Hancock embarked on a search for a cloud-based contact center solution to support customer service and enhance agent experience with highly scalable, state-of-the-art features. In demonstrating deep knowledge and experience, The AWS and VoiceFoundry teams were able to prove how Amazon Connect could quickly and efficiently help John Hancock achieve their business objectives and take their customer experience to the next level.

 

The Challenge

John Hancock directed the team to design, develop and deploy the Amazon Connect cloud-based service to support approximately 15 agents and to augment the customer experience by leveraging Amazon Lex Natural Language Understanding (NLU) as a Proof of Concept. Additionally, in an effort to enhance the agent experience, they required an integration with Salesforce CRM to enable personalized and consistent service for each and every caller. Finally, John Hancock wished to implement several additional AWS services including Amazon Transcribe, Amazon Comprehend, and Amazon Polly to further enhance their contact center capabilities and set themselves as distinct leaders in the customer experience space.

 

The Solution

Within days, the VoiceFoundry team successfully deployed a fully functioning Amazon Connect contact center solution as a Proof of Concept. The rapid pace of the project development along with the ability to scale clearly demonstrated the effectiveness of the solution to John Hancock.  Providing voice-enabled, self-service capabilities with Amazon Lex allowed customers to automatically check the status of their benefits, claim status and banking payment information, and this more than satisfied the requirements of John Hancock. With the successful transition from POC into production, John Hancock has now adopted Amazon Connect as their contact center solution to support all major lines of business.

 

The Benefits

“At John Hancock, customer experience is everything. When we moved to Amazon Connect with the help of VoiceFoundry, we saw a 20 point increase in our net promoter score…that’s a big deal to see that kind of success…It’s everything to us.” – Michael McCrillis, IT Director, Enterprise Operations, John Hancock

 

The Partnership

“From start to finish, John Hancock has worked with VoiceFoundry to really differentiate themselves in the customer experience space. Adding additional features such as real-time sentiment routing, voice biometrics, and fraud detection has enabled John Hancock to really take things to the next level.” – Lynn Teague, VP Strategic Accounts, VoiceFoundry

 

About VoiceFoundry

VoiceFoundry, the first Amazon Connect Reseller globally, is passionate about customer experience and brings an unparalleled level of knowledge and expertise of contact center technologies, allowing even the most complex projects to move quickly from design to deployment.

We specialize in the delivery of cloud-based enterprise contact center solutions and are distinctly focused on helping businesses develop a strong cloud migration strategy. We are experts at deploying solutions based on the Amazon Web Services portfolio with a special focus on Amazon Connect for contact centers.

Our expertise is focused on AI & natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimization. With a relentless pursuit of customer success, our team strives to disprove the notion that software projects have to be painful – and that technology must hurt to work.

For more information, visit us at voicefoundry.com.