Quinnox implements a disruptive user interaction platform that transformed customer experience boosting customer engagement.

Client Overview:
A leading provider of integrated environmental solutions in North America. They are the largest environmental solutions provider in North America, serving more than 21 million customers in the U.S. and Canada with more than 130 recycling facilities producing more than 650 megawatts of power.

 

Business Need:
Client desires a more meaningful engagement with its customers and wishes to make their service offerings easier to access for their end users. Voice Interactive services are gaining traction and  client’s  goal is to embrace this new wave of digitalization, which will help them to reduce the time required for its customers to avail a service,  check their account balance, know the holiday schedule of their service area, etc. with fewer steps and therefore fewer hassles.

Alexa has a huge market penetration in US (75%) and based on statistics, there are 35 million active users on this platform. Client hence chose to build its solution on this platform.

 

Solution:
Quinnox developed the solution on Alexa and integrated with existing Enterprise API. Implemented AWS Lambda and AWS CloudFormation templates for providing a serverless architecture, thereby simplifying the provisioning and management on AWS, auto scaling, and zero admin requirement. This ensured an up-time of 99.99%.

The solution was developed using Python, thereby reducing the development time. APIs were developed in Java and integrated with enterprise APIs to process information for its clients. API gateway authorizers and AWS KMS encryption services were enabled to make the services more secure to be able to integrate payments from Alexa.

 

Benefits:

  • Solution design ensured 99.99% uptime 
  • Enhanced customer experience and satisfaction by providing better customer engagement
  • Client’s customers are spending less effort with simple voice commands for the services they need
  • Integrated Payments via secure encryption method
  • These services have given an edge to client over their competitors as it allows faster response times

 

99.99%
Solution design ensured 99.99% uptime