Benefits provider Reducing handle times with a cloud first contact center
Iviju partnered with Benefits provider on Amazon Connect contact center transformation and used customer experience engineering and cloud architecture to improve execution and support long term growth
9%
reduction in calls after migration
25%
decrease in average handling time
~28%
self service containment rate
- Company Benefits provider
- Industry Insurance
- Location United States
- Engagement Amazon Connect contact center transformation
What needed to change
As priorities expanded in the United States, Benefits provider ran into limits with the existing setup. The client needed to reduce long handle times, high wait times and limited self service while migrating away from fragmented on premises contact center technology
The goal was not a technical refresh on its own. The goal was a practical solution that could support better outcomes across teams and customers
How Iviju delivered
Our team combined customer experience engineering and cloud architecture with practical implementation from the start. We assessed cloud platforms, migrated a key line of business onto Amazon Connect, added chat and voice self service and integrated the new environment with core policy systems
That approach helped the client move from planning into execution with the right mix of speed, stability, and operational fit
Implementation specifics
- Evaluated cloud contact center platforms and mapped them to client requirements
- Migrated the virtual benefits counselor line of business to Amazon Connect
- Enabled chat and voice self service options on the new platform
- Integrated the contact center stack with the policy management system
- Built custom agent facing tools and provided ongoing operational support
What changed after delivery
The new cloud contact center lowered call volume, improved average handling time and established a more scalable foundation for omnichannel customer experience The result was a cleaner operating model with better support for teams, customers, and future expansion
The results showed up in measurable ways, including 9% reduction in calls after migration and 25% decrease in average handling time
- 9% reduction in calls after migration
- 25% decrease in average handling time
- Approximately 28% self service containment rate
Build a similar result
If you need a similar blend of strategy, delivery, and measurable outcomes, we can scope the right approach for your team.
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