Optimizing Efficiency & Customer Experience
How Aspen + Morse helped STARZ elevate their customer experience and decrease phone costs
Overview
STARZ is one of the world’s largest premium streaming media platforms. With a global customer base via their app and other international platforms, they were looking to enhance customer service operations by transitioning from their current contact center system, Zendesk Talk, to a more scalable and efficient cloud-based solution.
The Challenge
STARZ faced several challenges. Their legacy contact center was unwieldy, inefficient, and lacked scalability. They needed to improve call handling and routing, while adding better self-service options to improve customer interactions. They also needed to add features to easily manage changes to their programming schedule in the IVR system and continue expanding their capabilities.
Aspen’s Solution
Aspen deployed an Amazon Connect cloud contact center with customized call flows and provisioned phone numbers to guide callers effectively. The contact center was integrated with STARZ CRM, providing customer insights, and speech analytics were added to extract further insights from customer interactions. Aspen provided training support, number porting assistance, and several customized features to ensure customer success.
The Outcome
42%
increase in call deflection, via customer self-service channels
27%
reduction in phone costs
The transition to Amazon Connect helped STARZ streamline operations and enhance efficiency. Better call handling, routing, and self-service options using AWS Lexbots paved the way for a superior customer experience with scalability and positive long-term financial impact in the competitive streaming industry.
STARZ can now update their IVR in real time. With the additional flexibility Amazon Connect offers, they are now working to incorporate music and audio prompts, and incorporate talent from STARZ programming into recordings to promote shows and premiere dates for a more robust brand experience, aligning with their forward-looking vision for the future.
Why they chose AWS
Amazon Connect allows for remote setup of cloud-based call centers, with scalability and customizability to meet demand, deliver superior customer service, and lower costs.
Why they chose Aspen
Aspen allowed for a seamless transition to the new contact center platform while providing the expertise to improve efficiency with additional integrations and automations.
