Overview
Industry
Software Development
Region
Austin, Texas
Company Size
420+ Employees
Featured Solution
Amazon Connect Contact Center Enhancement, Agentforce Service Voice Integration
About the Client
The customer is a global leader in cloud-based venue management solutions, trusted by thousands of attractions, entertainment venues, and leisure businesses worldwide. The company delivers an all-in-one platform that streamlines ticketing, point-of-sale, CRM, operations, and guest experiences for venues such as trampoline parks, family entertainment centers, water parks, museums, and more.
Legacy Contact Center Constraints Limiting Service Differentiation
The customer relied on a standard Amazon Connect contact center integrated with Agentforce Service (previously Service Cloud) for inbound and outbound communications. As business requirements evolved and customer expectations increased, the existing setup began to fall short:
- No priority-based routing, high-value and standard customers followed identical support paths.
- All interactions were managed through a single queue, with no mechanism to route customers to their assigned Customer Success Managers (CSMs).
- Outbound calls lacked localization, with non-native caller IDs impacting engagement.
When Operational Gaps Start Eroding Customer Experience
As these gaps persisted, they began to impact customer experience and business outcomes directly:
Undifferentiated Customer Handling
High-value customers followed the same support journey as all other users, weakening service differentiation and reducing perceived value.
Lack of Direct CSM Access
Customers had to use general support channels to reach their assigned CSMs, leading to delays and fragmented relationship management.
Unrecognized Outbound Calls
Outbound calls to international customers appeared as unfamiliar numbers, resulting in low answer rates and missed engagement opportunities.
Disconnected Interaction Flow
Customer interactions lacked continuity between inbound support and outbound engagement, impacting overall experience consistency and responsiveness.
Redesigning the Contact Center Around Customer Value
Grazitti re-engineered the contact center to shift from queue-based handling to intelligent, relationship-driven routing, without disrupting ongoing operations.
What We Delivered
- Direct Routing for Priority Customers (Dedicated CSM Phone Numbers)
- Designed and implemented a dedicated call routing architecture using Amazon Connect contact flows and AWS Lambda.
- Established a custom phone-to-agent mapping mechanism linking AWS identities with Salesforce user records.
- Updated routing logic using Lambda-based lookups and queue configurations to route priority customers’ calls directly to their assigned CSM.
- Preserved existing agent workflows within the Service Console, with full call logging and real-time visibility
- Validated the direct routing functionality and call flows.
- Geo-Based Caller ID Masking for Outbound Calls
- Implemented intelligent geo-based caller ID masking within Amazon Connect telephony configurations and flows to detect the customer’s region.
- Dynamically masked the caller ID with a local number during outbound calls.
- Integrated the solution with Agentforce Service Voice.
- Validated outbound calls performance across multiple countries and agent locations
These enhancements were delivered as part of a unified contact center transformation, executed within a 3-year implementation and support partnership spanning Contact Center, Agentforce Sales, and Agentforce Service.
Impact at a Glance: Post-Implementation Wins
The enhancements delivered a modern, intelligent contact center experience with zero disruption to daily operations. Priority customer calls are now answered 70–80% faster through direct routing to dedicated CSMs. Geo-based caller ID masking ensures international customers see a familiar local number, significantly improving answer rates and reducing spam flags.
The team gained full visibility with real-time queue monitoring while maintaining complete call logging in Salesforce. The solution created a scalable foundation for multi-tier routing, improving engagement and reducing churn risk among high-value clients.
Highlights
Zero Disruption Direct Routing for Priority Customers
70–80% Faster Answer Times for High-Value Clients
Geo-Based Caller ID Masking for Improved Outbound Call Answer Rates
Scalable Architecture Delivered for Future Multi-Tier Routing
Conclusion
With a streamlined, intelligent, and personalized contact center setup now in place, the customer is better equipped to deliver VIP-level support to its high-value clients, accelerate issue resolution, and strengthen long-term loyalty and trust across its global customer base.
By combining intelligent inbound routing with localized outbound communication, the organization transformed both responsiveness and engagement across the customer lifecycle.
Our Partners
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