Empowering Agents & Driving Better Customer Experiences with a Cloud-Based Contact Center Solution
EPAM Modernizes a Global Bank’s UK Call Center Using the Cloud
At a glance
STRATEGIC PARTNERS
- Salesforce
- AWS
SERVICES
- CX+
- Cloud
INDUSTRY
- Financial Services
One of the world’s leading banks needed to upgrade its UK contact centers to simplify and strengthen its technology landscape and provide superior experiences to its customers. The bank partnered with EPAM to build and deliver a cloud-based call center solution — powered by AWS and Salesforce — that enables smarter agents, supports its contact center’s high call volume and addresses regulations.
THE POWER OF THE CLOUD
Optimizing the Call Center for the Digital Future
In 2021, with a complex, multivendor legacy call center platform reaching its end of life, the leading global bank was looking for a more modern solution that would meet the needs of its digitally savvy customer base. Additionally, the company needed to update its call center services to prepare for incoming UK financial regulations.
In response, the bank partnered with EPAM to transform and modernize its customer service operations. EPAM and the company migrated 15 on-premises and legacy services to the cloud using AWS and Salesforce to overcome the challenges posed by the outdated contact centers. Our teams also integrated Salesforce Service Cloud Voice with Amazon Connect to enhance customer interactions and agent efficiency. By August 2023, the solution empowered 15,000 agents — representing 60% of the bank’s UK workforce — managing over 100,000 daily calls across 40 business units. These newly streamlined operations, featuring over 500 optimized skills and queues, demonstrated significant operational excellence and boosted overall agent productivity.
With this new solution in place, the company has grown its digital customer base, gained full control and value from proprietary customer data, reduced operating costs, created more management capacity and delivered a state-of-the-art omnichannel customer experience.
KEY FEATURES
Migrating 15 on-premises and legacy services to AWS increased scalability, resiliency and security for the bank’s operations. Leveraging AWS Cloud solutions enabled EPAM to deliver a resilient and powerful cloud telephony platform with dynamic capabilities and features that address the unique needs of the company’s large-scale call handling. These features include:
Voice biometric recognition and call transcription powered by Amazon Connect Contact Lens
Secure call transcription, displayed in real time within the agent console
Integrated identification and authorization with voice biometric recognition and call line identification
Quality sentiment analysis
Automatic call routing and call assigning to proper agents
Operational reporting through advanced analytics
RESULTS
15,000+
call center agents supported and empowered to be digital first
100,000+
calls managed daily with customers matched to the most relevant agents
500+
agent skills and queues optimized so agents can be more reactive to customer needs
Radically simpler
technology landscape
Strong foundation
built on industry standard cloud and CRM platforms
TECH STACK
