Helpline Modernisation and CRM Integration

Improving Crisis Support with Consolidated Cloud Voice and Chat

0%

Missed Chats

Reduced missed interactions from over 50% to zero through advanced routing and system consolidation.

Unified

Platform

Replaced two disparate voice and chat tools with a single, unified AWS platform.

AHT

Reduction

Achieved through deep Salesforce CTI integration and automated workflow triggers.

October 2024 – May 2025

Not-for-Profit – Amazon Connect; Salesforce Integration; AWS Lambda; Omnichannel Support

About Client

Our client is a leading Australian non-profit organisation providing critical and sensitive counselling services. They provide critical helpline services where reliable communication is essential for the safety of their callers.

The Opportunity

The client’s legacy SIP phone system was incompatible with new Salesforce updates and proved inefficient at handling high call volumes. With missed web chats exceeding 50%, they required a scalable solution to streamline traffic, reduce costs, and provide a unified view of the customer for their support workers.

Our Solution

Contacx deployed an integrated Amazon Connect and Salesforce solution.

Omnichannel Integration: We consolidated voice and web chat into a single interface, ensuring agents no longer had to switch between platforms.
Salesforce CTI: We configured the Amazon Connect Salesforce CTI adapter, enabling “screen pops” that surface relevant profiles instantly and automatically upload call metadata and transcript URLs to Salesforce records.
Intelligent Routing: Custom flows were built using AWS Lambda to route callers based on state-level identification and staff availability.

The Conclusion

The implementation has provided the client with unprecedented control and visibility over their operations. By moving to a fixed-fee delivery model with advanced analytics, the organisation can now focus their resources on supporting individuals in need rather than managing technical debt.