Senior Quality Assurance Consultant

A modern contact center with Salesforce drives increased customer satisfaction and deflection. Florida Prepaid worked with Salesforce and NeuraFlash to use Agentforce across multiple portals while also investing in Agentforce Voice to modernize service, improve deflection, and support growth. The Outcomes Fewer Live Agents Assigned to Chat Decrease in Wait Time Florida Prepaid helps families across Florida prepare for and pay for college, handling large call volumes that spike throughout the year. Wanting to set the precedent for exceptional service and remain technology forward-thinking while reducing contact center costs through increased efficiency, Florida Prepaid partnered with Salesforce and NeuraFlash to leverage the latest technologies to better achieve these goals. Building the foundation: Amazon Connect and Service Cloud Voice. In early 2024, Florida Prepaid underwent a large-scale contact center migration, moving to Amazon Connect and Service Cloud Voice. This solution has helped handle demand peaks and enabled greater scalability in the contact center. Salesforce Service Cloud Voice, alongside Amazon Connect, introduced new capabilities like real-time transcription, intent-based routing, and a single unified customer view for human Agents. This helped reduce the average handle time by 30%, creating the foundation for Agentforce projects that will further optimize the Florida Prepaid contact center. Expanding self-service with three Agentforce Agents. Florida Prepaid leverages Agentforce across multiple portals to modernize service, improve deflection, and support revenue growth. Building on the strong foundation of Service Cloud Voice and Amazon Connect, NeuraFlash worked alongside Florida Prepaid to build three Agentforce Agents on the chat channel, each tailored to a specific portal. These Agents use targeted knowledge articles to guide users, providing 24/7 conversational service, reducing escalations to human agents, and saving time and money. Customers can now easily submit cases and view paymentand balance information through guided conversational experiences. Agentforce quickly resolves common issues, reducing effort for both customers and agents. This ultimately allowed the elevation and repositioning of live agents, resulting in 50% fewer being assigned to chat, and cut customer service wait times by 40%. Taking AI to voice with Agentforce Voice. After finding great success across the chat channel, Florida Prepaid wanted to ensure this level of service was available to customers on multiple channels - bringing it to voice. With the introduction of Agentforce Voice, customers can access support on their preferred channel, while Agentforce Voice is able to conversationally answer customers' questions while routing more complex conversations to representatives, so teams can spend more time helping families make the best decision for their situation, creating another 24/7 information channel for customers and supporting increased customer satisfaction. Florida Prepaid continues to optimize and expand Agentforce across each portal and voice channel, setting a new standard for modernized, AI-powered customer service in the education sector. Quick Facts

Schurz Communications: A case study in contact center modernization. Schurz Communications partnered with NeuraFlash to modernize customer service by migrating to a cloud-based CCaaS platform built on Amazon Connect. Replacing legacy systems enabled unified omnichannel support, stronger agent tools, and improved analytics. With AI automation and streamlined communications, Schurz now gains better visibility into performance and delivers a more efficient, scalable and cost-effective customer experience. The challenge. Schurz sought to migrate from their existing contact center platform to a new CCaaS solution that could provide enhanced functionality and more competitive pricing. Their key challenges and desired outcomes included: * Advanced IVR Features: The need for more sophisticated routing based on customer intent, dialed number, and hours of operation, as well as custom API capabilities and compliance. * Omnichannel Support: A desire to unify all communication channels, including voice, chat, email, and social media, into a single platform for both customers and agents. * AI-Driven Capabilities: The need to implement conversational AI, automated notifications, real-time agent guidance, and post-interaction summaries to improve efficiency and customer experience. * Quality and Analytics: The objective to gain comprehensive reporting and dashboards for real-time and historical data, including automated scoring, sentiment analysis, and interaction categorization. * Agent Empowerment: A requirement for a modern agent application with softphone functionality, screen/audio capture, PII redaction, and custom screen pops to provide a complete view of the customer. The solution. Schurz Communications set out to build a scalable, all-in-one contact center platform designed for long-term growth. To achieve this, the company implemented a two-phased solution powered by Amazon Connect, which serves as the foundation of its new operations. The platform integrates conversational AI through Amazon Lex and Amazon Polly to create an intelligent IVR that understands customer intent and provides fast, self-service options. All communication channels - voice, email, chat, and social media - were unified into a single, streamlined workspace to simplify agent workflows. With Amazon Q and Contact Lens, agents now receive real-time guidance and detailed insights from each conversation, supported by analytics and reporting through CloudWatch. This modern solution enables Schurz to operate more efficiently, deliver faster and more personalized service, and continually evolve its customer experience. By adopting AWS technology, Schurz Communications now operates on a scalable, efficient, and intelligent contact center platform that positions the company for continued growth, operational agility, and an elevated customer experience. The move to Amazon Connect delivered clear and measurable improvements across Schurz Communications' operations and customer experience. Highlights include: * 30% Reduction in Monthly Costs: Shifting from a traditional licensing model with NICE to AWS's consumption-based pricing significantly lowered ongoing costs for AI and contact center services. * Improved Customer Experience: Faster answers, smoother interactions, and AI-powered self-service reduced wait times and increased first-contact resolution. * Seamless Support Journeys: With AI assisting agents in real time, customers now receive more accurate, personalized support across every interaction. Future-Ready Service: The new AWS-based platform gives Schurz the flexibility to quickly adapt to new channels and technologies, ensuring a continuously improving service experience.