Cloud Contact Center Transformation using Amazon Connect
In 2017 Mutual of Omaha set out to transform the way they interacted with its customers. They wanted to be able to provide a flexible contact routing model and robust self-service offerings in addition to live agent support. After assessing multiple leaders in the contact center as a service (CCaaS) space they implemented their first contact center on Amazon Connect in April 2018.
In this session Dawn Pielstick, VP of Information Services for Mutual of Omaha, shares how they moved their 20+ contact centers to Cloud operations, improved customer satisfaction, lowered overall costs, and enabled a move to 100% work-at-home operations overnight when COVID hit in March of 2020.