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TTEC Digital takes John Hancock’s signature customer experience to the next level

Financial services
Services Provided
Artificial intelligence
Customer experience transformation
Contact center technology
Data & analytics
Company Size
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The challenge

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 into a new line of business, John Hancock embarked on a search for a cloud-based contact center solution that would support customer service and enhance their agent experience with highly scalable, state-of-the-art features.

The solution

Within days, the teams at AWS and TTEC Digital created a fully functioning Amazon Connect contact center solution as a proof of concept, demonstrating that Amazon Connect could quickly and efficiently help John Hancock achieve their business objectives and take their customer experience to the next level.

The two teams designed, developed, and deployed the Amazon Connect cloud-based service to support approximately 15 agents, and leveraged Amazon Lex Natural Language Understanding (NLU) to improve John Hancock’s contact center capabilities. Several additional AWS services, including Amazon Transcribe, Amazon Comprehend, and Amazon Polly, were implemented to further enhance the customer experience. This solution integrated with John Hancock’s existing Salesforce CRM, enabling personalized and consistent service for every caller.

The result

The rapid pace of the project development, along with the ability to scale, clearly demonstrated the effectiveness of the solution and enabled new features that enhanced both the customer and employee experience. Customers could now automatically check their benefit status, claim status, and banking payment information — new voice-enabled, self-service capabilities enabled by Amazon Lex.

The transition from proof-of-concept to production was so successful for this new line of business, John Hancock Financial adopted Amazon Connect as their contact center solution supporting all major lines of business.

“At John Hancock, customer experience is everything. When we moved to Amazon Connect with the help of TTEC Digital, 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