How to move your contact center IVR to the cloud

Simple steps to move your contact center to the cloud. Use Amazon Connect Contact Center, rid yourself of server headaches.

Categorized as Technology Tagged

These days we have to meet customers where they are.

We have to serve customers in their languages. Otherwise they will find providers that service them in their own language.

I’ve always managed practices with multiple locations hence have had to support multiple languages.

As an example, one of the practices I first started managing, had locations in South Bronx, Jamaica, Jackson Heights.

Arguably, we needed to support Spanish, Bengali, Hindi and English right off the bat.

For Jackson Heights, we also seemed to have a significant Mandarin speaking population.

This gave birth to an interesting IVR mix.

Here’s an example from one of the medical practices I managed. BTW, I always advocate reducing customer service costs with a self service IVR:

  • When a caller calls the main number, they are given a language option. “Press 1 for English, 2 for Spanish, 3 for Bengali, 4 for Hindi.
  • The caller chooses a language. Now, the same options are presented in different languages.
  • After the choice of language, the callers are asked to choose a call reason / category / business function. “Press 1 for appointments, 2 for pharmacy, 3 for surgeries, 4 for billing etc”.

Traditionally, the way to handle this was to record the greetings by recording artists (time consuming and expensive) in multiple languages. Then you would copy the same contact flow across multiple languages / versions.

This problem is solved very easily by Amazon Connect contact center

We can support multilingual voice experiences with very little headaches.

There’s more detail in this blog “Build multilingual voice experiences in Amazon Connect “.

The steps to achieve this are as follows:

  1. Create a DynamoDB table that stores the message group and the messages you want played. E.g. “Situational” or “Static” message groups and then, you can have “”MsgId”: “EmergencyMessage” and “MsgText”: {“en-US”: “<speak>Due to storms in the north east, services in several states have been affected. We are working to restore at the earliest.</speak>”,”es-US”: “<speak>Debido a las tormentas en el noreste, los servicios en varios estados se han visto afectados. Estamos trabajando para restaurar lo antes posible.</speak>”}. You can add as many languages as you want, here.
  2. Create a lambda function that will fetch these detailed messages on demand from the DynamoDB table.
  3. Populate the DynamoDB table with these messages.
  4. Update your inbound IVR contact flow where the caller chooses the language they prefer. Set the language to be whatever the caller chose. e.g. en-US, es-US etc. That’s it. Try it out. Amazon’s Polly’s pronunciation is SUPER AWESOME!