In an era where digital innovation is paramount, the financial services industry faces unprecedented transformation. As customer interactions continue to evolve, technology plays an increasingly central role. This shift in customer interaction dynamics has escalated the need for scalable, flexible, and efficient cloud-based call center solutions.
This disruption presents a significant opportunity for digital innovation, particularly in the sphere of customer service and engagement. But there are available solutions that can play a critical role reshaping call center experiences with seamless data and application integration: Amazon Connect and SnapLogic. The confluence of Amazon Connect and SnapLogic can help financial services organizations easily implement cloud-based solutions and integrations.
The integrated call center solution
Amazon Connect contact flow, a self-service, cloud-based contact center service, is instrumental in this transformation, specifically designed to provide highly scalable, easy-to-use, and adaptable solutions for modern call centers. Furthermore, its powerful integration capabilities allow companies to unify disparate technologies and systems into one comprehensive solution for an enhanced and optimal user experience.
Simultaneously, SnapLogic, a leading Intelligent Integration Platform (iPaaS) is a simple no code/low code way that facilitates the integration of diverse applications, data, and devices for a more holistic customer view. SnapLogic’s ability to expedite and simplify complex integrations makes it a suitable choice for integration with Amazon Connect to maximize the potential.
Call center scenarios in financial services
Retirement plan inquiry
Client employee calls to discuss retirement plan benefits and agent brings up their information on Amazon Connect from data hub in real time.
Example SnapLogic pipeline: Prepare query > AWS Redshift Benefits > format response
Investment risk inquiry
Based on conversation regarding employee investment risk tolerance, agent gets recommendations from risk management system.
Example SnapLogic pipeline: Prepare query > System risk management > format response
Customer service and upselling
Agent gets employee’s investment history from the CRM to enrich the discussion and hone in on additional recommendations and insight for the employee.
Example SnapLogic pipeline: Prepare query > Salesforce read > format response
Agent initiates financial transactions and is able to provide the employee with confirmation.
Example SnapLogic pipeline: Prepare transaction > Oracle financial > format response
Additional call center workflows
Common use cases and workflows that could be supported by SnapLogic and Amazon Connect solution integration are answering a customer question, creating and updating customer records in CRM and other systems based on the call, and scheduling service calls.
SnapLogic and Amazon Connect resources
We invite you to delve into this intricate world of call center operations in the financial services sector and uncover how the synergy of Amazon Connect and SnapLogic, facilitated by thoughtful integration, can enhance the customer experience to unprecedented levels.
To get started with a SnapLogic Contact Center solution, utilizing Amazon Connect Contact Flow and the AWS Lambda function, subscribe to a SnapLogic 30-day Free Trial and use the accompanying SnapLogic Contact Flow Deployment Guide.
More SnapLogic resources: