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FINANCIAL SERVICES LEADER
CASE STUDY

 

This case study explores how OneView unlocked the full strategic potential of AWS Connect for a leading financial institution, transforming their cloud-based call centre into a performance-driven engine of cost transparency, workforce efficiency, and customer experience.

This led to significantly improved customer experience for the end customers, while controlling consumption costs.

 

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WHAT WE SET OUT TO ACHIEVE:

01

Enhance visibility into AWS Connect’s complex usage-based billing to improve financial accountability.

02

Align cloud voice costs with business units, campaigns, and KPIs to automate complete cost recharges.

03

Automate multi-currency cost conversion and simplify budget forecasting in local currency.


04

Improved first-time resolution (FTR) rates and reduced call handoffs through agent call analytics.


05

Establish granular cost allocation models to support data-driven budgeting and scenario planning.

06

Reduce billing discrepancies and ensure costs are linked to measurable business outcomes.

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KEY BENEFITS OF ONEVIEW ACCORDING TO THE CUSTOMER

With OneView®, the financial services provider achieved unified visibility across AWS Connect operations, mapped voice costs to campaigns, and optimised agent performance. The result? Strategic cost control, simplified financial reporting, and measurable customer experience gains.

“AWS Connect provided technical capability, while OneView delivered cost clarity and actionable insights.”
– Customer Success Executive

ACHIEVEMENT HIGHLIGHTS

Facilitated over 1 million customer interactions monthly.

Mapped $200,000+ in monthly AWS Connect spend across service lines.

Group (6)

Enabled accurate team and campaign-based cost tracking using OneView’s Dynamic Hierarchy capabilties.

Group (5)

Integrated voice data with workforce analytics to provide actionable insights on a daily basis instead of monthly.


Improved agent call performance to enhance the customer experience.

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improvement in
first-time resolution (FTR) rates

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reduction in
call handoffs

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improvement in FTR
from gamified agent training

        

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Reduction in currency-related discrepancies

Group 713

Budget visibility across all
AWS Connect usage categories


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Automation of cost allocation and forecasting in local currency

FROM INSIGHTS TO ACTION:
SCALING IMPACT ACROSS TEAMS

Armed with real-time analytics, automated cost allocation, and campaign-level insights, the financial institution improve call centre performance across all teams.

OneView became more than a visibility tool. It became the control tower for managing cloud voice ROI.

Discover how OneView can help your organisation unlock the true value of AWS Connect.
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