The CCaaS Evolution: Cutting Handling Times by 30%
As European enterprises grapple with rising customer expectations and complex digital ecosystems, a whitepaper from Sopra Steria reveals that the shift to contact centre as a service (CCaaS) is no longer just about cloud migration but rather about radical operational efficiency.
Sopra Steria is a European leader in consulting, digital services and software development.
With 4,000 consultants – including 1,400 in France – the firm helps the world’s largest organisations navigate their most complex digital transformations.
The report highlights how organisations leveraging Amazon Connect through strategic frameworks are seeing transformative results, including a 20-30% reduction in handling times and significant boosts in customer satisfaction.
Sopra Steria’s whitepaper, Delivering Modern Contact Centres with Amazon Connect, offers a proven framework for deploying scalable, secure CCaaS across complex enterprises.
To download the whitepaper, click here.
The CCaaS advantage
According to Sopra Steria’s whitepaper, the transition to a modern CCaaS environment offers measurable gains across the entire customer journey.
By optimising flow distribution via a routing hub and a single routing engine, firms are successfully reclaiming nearly a third of their operational time.
Key performance benchmarks identified in the paper include:
- 15-20% cost savings: achieved by managing flows through a single interface utilising inter and intra-flow prioritisation
- 20% increase in operational efficiency: driven by pooled skill frameworking across the end-to-end user journey
- 25% higher customer satisfaction: a direct result of “one-touch handling”, also known as first contact resolution, which correlates to a 30% reduction in formal complaints.
The science of prioritisation
A core focus of the whitepaper is the technical mastery of flow management.
Sopra Steria emphasises two critical mechanisms, including inter- and intraflow priorisation.
The first utilises time or load-based triggers to route overflow calls from primary queues to alternative endpoints, ensuring dynamic workload balancing.
Meanwhile, the second is a strategic, automated redirection of contacts within the same system to ensure urgent or complex issues reach the best-skilled agents immediately.
A legacy of transformation
With more than 55 years of continuous growth and a 2023 revenue of €5.8 bn (US$6.8bn), Sopra Steria has positioned itself as a titan in the European consulting space.
Boasting 56,000 employees and 30 offices across Europe, the firm brings a massive scale of expertise to CCaaS deployments.
Its dedicated Customer and Value practice, which is supported by 80 specialised consultants, focuses on relationship models, user journeys and brand perception.
However, the true engine of their Amazon Connect success lies in their technical bench, which includes:
- 400 Cloud Architects
- 200 Change Management Specialists
- Dedicated Amazon Connect Solution Experts
“Successful deployment isn’t just about the technology; it’s about securing the transition,” the paper says.
Sopra Steria’s methodology focuses on industrialisation, scoping and integration, with a heavy emphasis on skills transfer to ensure client teams become self-sufficient in managing their own solutions.
Securing the future
The white paper argues that a successful Amazon Connect deployment requires a multi-disciplinary ecosystem approach.
This includes FinOps experts to optimise cloud spending, IT architects to ensure integration within existing legacy systems and programme directors to manage multi-stakeholder delivery.
For European firms looking to modernise their customer engagement, the message is clear: the technology provides the platform, but a structured, expert-led deployment provides the ROI.
To download Sopra Steria’s whitepaper, click here.
