The company’s contact center is the heart of its guest services operation, but it’s traditional phone-based solution was not able to meet its growing needs.
“We were locked into proprietary hardware and paying for an expensive service that was not particularly robust,” says Tim Choate, CEO and founder of RedAwning. “We didn’t have the features such as call monitoring and tracking that we needed to drive efficiency, and our agents were tied down to a very limited number of locations.”
Those are a few of the reasons that RedAwning moved to Amazon Connect, a self-service, contact center service that runs on Amazon Web Services (AWS). Based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations, Amazon Connect enables RedAwning to deliver better customer service at lower cost
Using Amazon Connect, RedAwning has gained major new capabilities—including easy-to-deploy virtual agents powered by artificial intelligence—while cutting costs by 80 percent compared to its previous contact center solution. RedAwning pays by the minute for usage and has no infrastructure to manage, enabling it to scale without adding staff or incurring capital costs. Given that RedAwning has tripled in size annually since its founding, these benefits are critically important to its business success.