In North America, Transurban continues to adapt to evolving transportation needs in its market, with congestion and demand increasing on the roadways it operates. Beyond the physical management of the assets themselves, including on-road toll technologies, the customer service side is a critical component of the business that offered new opportunities for efficiency.
Electronic tolls. Transponders. Paper invoices. Automated payments. Voice, email, chat, and interactive voice response (IVR) customer service. It all adds up to an experience that can’t afford to be inefficient—and that’s where this client’s discovery process began.
Transurban didn’t just want greater efficiency in handling multi-channel communications; it wanted to build a whole new omnichannel environment, complete with a better process for payments to best serve customers and maintain high efficiency.
We began our journey 2021, collaborated with Transurban to investigate each of its requirements and needs, and then worked to implement an evergreen omnichannel solution to serve as a digital foundation. The scope of the project included:
Concentrix, powered by AWS Connect, executed a cloud transformation strategy with a cloud-based contact center and SecurePay IVR payment system. The solution allows Transurban’s customer case team members to interact with customers across multiple channels and to process payments securely.
“Concentrix was able to provide all requirements within an aggressive timeline, expediting delivery within budget, leaving the Transurban team in the US very pleased with the migration.”
Our solution was performed in a phased approach that took a total of 8 months to implement. The phased approach was necessary because the client’s backend host Application Programming Interfaces (APIs) were being delivered in phases, requiring us to be flexible in working within its delivery schedule.
The new AWS Connect contact center has been taking calls since 2023, with all payment processing now being handled within the IVR, freeing up customer case team members to focus on more complex, higher priority tasks.
Learn how moving your contact center to the cloud enables you to quickly adapt, shift, and meet customer expectations while also driving your business efficiencies and cost considerations. We make cloud contact center transformation easy.
