Hello, I am iRis, your iCXeed concierge. Ask me anything about iCXeed, request a quotation, schedule a meeting, or subscribe to our newsletter.
Leverage analytics, AI, and automation to elevate your CX and optimise your business processes for efficiency.
AI-enabled omnichannel cloud contact centre best practice deployment and design.
Offer your customers a personalised, contextualised and intuitive IVR experience.
Experts with the innovation DNA to not only work for you but engage to optimise results and outcomes.
Accelerate software engineering with experts using a secure AI-enabled IDE.
Initiate real-time conversations with online visitors for proactive assistance and sales conversion.
Sentral and iCXeed unified customer support with Salesforce, Amazon Connect, and Bedrock-powered self-service, delivering smarter digital support and greater efficiency.
Sentral partnered with iCXeed to transform its customer support, integrating Salesforce Service Cloud Voice and Omnichannel with Amazon Connect into a unified contact centre and deploying advanced customer self-service using Amazon Bedrock. This solution enabled digital channel expansion, personalized automated support, and significant operational efficiency improvements.
Sentral's entire ecosystem was built on Salesforce, operating on Amazon Connect for voice-only interactions. The company identified critical gaps in their customer engagement strategy and approached iCXeed with specific requirements:
• Maintain their existing Salesforce ecosystem while expanding capabilities
• Enable comprehensive digital channel support beyond voice
• Implement intelligent automation to handle routine customer inquiries
• Transition to a true omnichannel contact centre solution
• Improve operational efficiency while maintaining service quality
The organization recognized that many voice interactions could be more effectively handled through a unified omnichannel solution with automated self-service options, creating an opportunity to transform their customer experience approach and reduce their total cost of operations while increasing customer convenience.
iCXeed leveraged the strategic partnership between Salesforce and AWS to deliver an integrated omnichannel solution:
Core Implementation:
• Deployed Salesforc's Service Cloud Voice and Omnichannel Contact Centre integrated with Amazon Connect for unified customer interactions. This integration maintained the preferred customer views within the Salesforce interface while leveraging Amazon Connect's advanced omnichannel interaction routing capabilities and intelligence.
• Built a digital genAI self-service concierge on Amazon Bedrock to handle over 250 customer inquiries. This solution offered the following capabilities:
• Leveraged Sentral's complete Salesforce knowledge base to enable contextual relevant responses
• Implemented advanced personalisation that factored customer context on specific Sentral product configuration
• Integrated the experience within the Sentral user interface
• Delivered enhanced analytics & operations capabilities:
• Enabled conversation analytics for quality insights
• Implemented automated QA evaluations
• Added forecasting for capacity planning and intelligent scheduling
Freeing agents to focus on higher-value interactions.
Empowering teams with streamlined, efficient interactions.
Enabling teams to tackle complex, meaningful work.
Delivering exceptional experiences through intelligent automation.
"Working with iCXeed has been a seamless and collaborative experience. Their team has consistently brought clarity and momentum to our AI and CX initiatives, project managing with precision and solving challenges proactively. Their support has been key to accelerating our innovation."
Service Delivery Manager
Sentral
