How USAN Enabled Edcor's Transition to Amazon Connect and Bolstered Its Customer Experience
USAN AWS Case Study: Edcor
Edcor, a leading education benefits management company, was faced with the daunting task of modernizing their contact center. The company had outgrown their premises-based PBX/voicemail system and needed a partner to provide design, implementation, and applications for a cloud-based contact center solution.
Edcor’s requirements included:
- An omnichannel customer experience framework
- Robust self-service capabilities
- Intelligent agent desktop portal
USAN delivered a solution that combines technology from Amazon Web Services (AWS) and USAN’s own natively built solutions for AWS. This, along with an analytics platform that tracks critical KPIs for performance, provide Edcor the ultimate platform to boost agent efficiency and improve customer experience.