Overview

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A financial services contact center struggled with disconnected systems, slow response times, and limited customer visibility. Agents handled inquiries across Five9, NICE, and Teams, creating data silos and inefficient service workflows. Codvo implemented a unified Amazon Connect + Salesforce Service Cloud solution that automated case creation, enabled AI-driven routing, and delivered complete customer context to agents in real time.

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Business Challenge

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• Fragmented communication platforms with no unified customer view

• Slow resolution times due to manual case identification and lookup

• No automated customer verification, increasing agent workload

• Inconsistent service experiences across channels

• Delayed routing with no intelligence or prioritization

• High effort for agents due to limited visibility into history and cases

         The result: longer customer wait times, unresolved cases, and high operational inefficiency.

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Solution Delivered

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Codvo deployed a fully integrated Service IVR with Salesforce Service Cloud, powered by AWS AI and automation services.

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Key Capabilities

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• Unified Amazon Connect Service IVR handling all inbound service calls

• Automatic customer verification using phone number, account lookup, and Salesforce records

• Real-time case creation & updates in Salesforce Service Cloud

• AI-based intent detection using Amazon Lex for accurate classification

• Intelligent routing based on issue type, customer tier, agent skills & availability

• CTI screen pops showing full customer history, open cases, and interaction context

• Scheduled callback workflows ensuring zero missed customer requests

• Real-time analytics for service levels, queue performance, and agent productivity

         All interactions—from calls to case updates—sync instantly with Salesforce.

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Business Outcomes

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30–40% Faster Issue Resolution

Automated verification and real-time Salesforce syncing reduced handling time.

Unified Customer View Across Service Teams

Service Cloud became the central source of truth for all cases and histories.

Higher First-Call Resolution (FCR)

CTI screen pops gave agents immediate context, reducing back-and-forth discovery.

Improved Service Quality & Consistency

AI-driven routing ensured customers reached the right agent every time.

Elimination of Data Silos

Five9, NICE, and Teams dependency removed—creating one continuous service workflow.

Zero Missed Cases

Callback automation ensured customers always received follow-ups.

Real-Time Operational Visibility

Service leaders gained dashboards for queues, case status, volumes & SLA adherence.

Scalable Architecture

Serverless AWS foundation supports future LLM-based automation and multi-channel expansion.

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Why This Matters

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This solution modernizes service operations by unifying telephony and CRM into a single intelligent ecosystem. It reduces customer wait times, improves agent productivity, and provides real-time visibility across service workflows. By enabling automated routing, case creation, and contextual response, the client now delivers faster, more consistent, and more personalized customer service at scale.

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