“At TransUnion we understand that it’s critical for our customers to have secure, easy access to important information such as that contained in consumer credit reports and consumer credit disputes, which is why it’s critical that our contact center is equipped to handle these inquiries. However, our previous contact center solution was costly and inefficient. Customers were spending too much time navigating our IVR system before being routed to an agent. By contrast, our AWS Partner, VoiceFoundry, enabled TransUnion to seamlessly migrate all 750 of our agents to Amazon Connect. We gained immediate cost savings and efficiency – and never looked back. Amazon Connect’s flexibility allowed us to easily implement key features like callbacks, as well as AWS AI/ML services like Amazon Lex to automate our IVR. The change has drastically reduced the wait times in our contact center queue, decreased our transfer rate by 50%, and the time customers spend in our IVR went from 2 minutes to just 18 seconds. Amazon Connect has simplified our contact center operations and customer experience, helping us save over 40% in annual costs.”