Paddy Power.

Why Paddy Power Betfair backed Amazon Connect.

More and more businesses are opting for a digital-first strategy when it comes to customer contact. But what role does that mean for voice communications? And how does that change the considerations for a contact centre platform?

The business need.

In this webinar, Dan Heap, Head of Automation at Paddy Power Betfair, explains how voice is used to support the company’s opti-channel approach. In conversation with Connect’s Jack Godfrey, Dan also discusses why the Amazon Connect contact centre portfolio is the perfect fit for this approach.

Find out how automation enables Paddy Power Betfair to bring voice into customer conversations at the right time.
Hear why the usage-based pricing model makes sense for a business where call volumes fluctuate enormously around peak events.
Learn about how integration with Amazon’s real-time analytics tool Contact Lens is helping Paddy Power Betfair identify signs of problem gambling – and take responsible action faster.
Discover why Paddy Power Betfair trusted Connect to bring this complex solution set together, at speed.

Watch the webinar.

Connect Webinar: Why Paddy Power Betfair backed Amazon Connect Contact Centre Solution

About‘Connect.

Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. Since 1990, we have leveraged our vendor-independent managed services approach to digitally transform how organisations communicate, both internally and externally. We specialise in combining the most relevant technologies and services from leading vendors and platform providers to create opti-channel engagement solutions, orchestrating frictionless experiences and simplifying complex communication challenges.

Connect with us Connect UK, Connect South Africa, Connect India, Connect USA.

Related case studies.

NSPCC.

Case Study

The NSPCC worked closely with Connect, Ciber, CharITyshare and Genesys to create and implement the bespoke technology required to fulfil its objectives. The combination of the Genesys Customer Interaction Management (CIM) platform and Connect’s experience proved to be ideal, and the new system launched in September 2009.

Severn Trent.

Case Study

Connect has helped Severn Trent Water implement a digital-first strategy that is transforming the customer experience and driving efficiency. The migration to a solution based on Genesys Cloud contact centre has enabled more interactions to be handled via digital channels.

Sports Betting Provider.

Case Study

When a Durban-based sports and betting entertainment and online gaming operator experienced robust customer growth, the company required a more efficient way to track customer queries from inception to completion across multiple channels. Connect’s Business Enablement Services (BES) team spent three days on site analysing the contact centre and recommended implementing Zendesk Suite Enterprise as a single point of aggregation for all customer service queries and channels.

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