Utilizing Automatic Scaling and Flexibility in the Workplace
How Aspen helped Vibrant Emotional Health simplify operations and improve scalability to provide life-saving support across the U.S.
Overview
Vibrant’s mission is to deliver mental and emotional support to those who need it with dignity and respect. For over 50 years, they have excelled at providing life-changing and life-saving support to over 2 million people across the U.S. Through a state-of-the-art technology-enabled service, Vibrant is working to build a society in which emotional wellness can be a reality for everyone.
The Challenge
As Vibrant Emotional Health’s innovative programs began to grow, they identified a need to move to a cloud contact center to simplify overall operations and improve customer satisfaction. Vibrant’s work strives to make systemic change in the world of mental health, and as they grew, they needed a proven partner who could provide a flexible, scalable, and less expensive solution.
The Solution
Aspen integrated Amazon Connect and complex routing with Vibrant’s existing traditional premises-based call center technology. Client-identified calls were transferred between systems to provide analytics and surveys in Connect, which allowed Vibrant to actively report on and improve the quality of the help being delivered. With recording enabled, Vibrant is able to connect to further AWS services in the future, allowing the system to scale to reach more of those in need than ever before.
The Outcome
Vibrant now has a fully scalable contact center with omnichannel capabilities, a survey solution, recording, the ability to leverage more complex routing, and much more.
In addition to the cloud contact center deployment, Vibrant is working with researchers from Columbia University to carry out a research project using a proof of concept started by Amazon and expanded by Aspen that involves identifying frequent callers and asking if they would opt in to a voluntary survey. In order to do so, inbound calls needed to be tracked in Connect and transferred out of and back into Connect from the client’s other contact center, which Aspen’s solution helped accomplish.
Why they chose AWS
Amazon Connect is an industry-leading SaaS contact center solution that is entirely based on usage and provides more capabilities than Vibrant's legacy provider, allowing them to scale their services dramatically and in the most cost-effective way possible.
Why they chose Aspen
Aspen has extensive experience with Amazon Connect deployment and integrations, and offers innovative solutions that allow their customers to increase cloud adoption today while providing the flexibility they need to scale into the future.
About Aspen
Aspen is the leader in custom solutions with the Amazon stack. Having extensive experience in building out Amazon Connect solutions, Aspen knew what exactly needed to be done, seamlessly integrated the product into The State of California DMV's call center environment, and offered help seeing the possibilities and training through Aspen Enhanced Care to ensure all services could be used with complete understanding.
