Royal Borough protects medically vulnerable residents with TTEC Digital and Amazon Connect

The challenge

To support social distancing during the pandemic, employees at the Royal Borough of Windsor and Maidenhead were ordered to vacate the office and work from home. However, the borough needed to continue to provide support for their nearly 3,000 ‘shielded’ residents, who were more medically vulnerable to the effects of COVID-19 and could not leave their homes as a result. These shielded residents accessed support from the borough through a contact center that was supported by an on-prem Siemens platform.

To comply with work-from-home orders and continue to provide support for vulnerable residents, the borough needed to migrate to a cloud-based solution — and they needed to do so quickly.

The solution

TTEC Digital proposed a solution based on Amazon Connect and Contact Lens. This solution supported work-from-home flexibility and provided a softphone, eliminating the need for an agent to have a dedicated phone line. It also included customizable hours of operation, skills-based routing, agent and supervisor training, and IVR improvements.

The results

Within ten days, TTEC Digital deployed a complete Amazon Connect contact center platform that was reliable, flexible, and easy to use. TTEC Digital also migrated and trained the borough’s contact center employees on Amazon Connect.

As a result, over 200 members of the council and their volunteers were able to provide seamless support to shielded residents throughout Windsor and Maidenhead.