Overview
Zhoumicro Software, a fast-growing SaaS company, faced growing pains with their outdated, on-premise phone system. Customer wait times were increasing, support agents lacked visibility into call metrics, and scaling during peak periods was costly and complex. They needed a modern, cloud-based contact centre solution that could scale with their growth, provide deep insights, and integrate with their CRM. Rutlen IT was engaged to design, implement, and manage a comprehensive Amazon Connect solution.

The Challenge & Our Solution
Zhoumicro’s legacy system created a fragmented customer experience. Agents couldn’t access customer histories quickly, leading to repetitive questions and longer handle times. Managers had no real-time data, making workforce planning guesswork. Rutlen IT conducted a full discovery workshop and designed a phased migration to Amazon Connect.

The first phase involved a seamless cutover of all inbound customer support and sales lines to a new Amazon Connect instance, with intelligent call routing based on issue type and agent skill. We integrated Amazon Connect with their existing CRM (Salesforce) via Amazon AppFlow, ensuring a unified agent desktop with full customer context. In the second phase, we implemented a comprehensive reporting suite using Amazon Connect Contact Lens for speech analytics and built custom dashboards in Amazon QuickSight for real-time and historical performance tracking.
To ensure long-term success, Zhoumicro opted for our ongoing Managed Amazon Connect service. This includes 24/7 platform monitoring, weekly performance reviews, agent training updates, and proactive optimization of contact flows and routing logic based on the analytics data we helped them unlock.

Key Results & Benefits: