Leading up to its peak season at the end of 2019, Morrisons needed to update its contact centre. We helped delivers a Self-Serve Contact Centre in 8 Weeks with Amazon Connect
The business need.
Morrisons sought a faster, more cost-effective, and more flexible contact centre system than what its legacy system could offer—one that would give the company the operational autonomy to better serve its 11 million weekly customers.
In 2019, Morrisons migrated to Amazon Connect, a cloud-based omnichannel contact center tool capable of automated interactions. In just 8 weeks, its team engineered and implemented an agile, scalable solution that enabled the company to deliver a new customer experience and become operationally self-sufficient. And when the COVID-19 pandemic significantly increased its contact center volume, Morrisons was able to quickly increase staff and deploy new services for its customers.