Driving effectiveness in screening tests with the AWS
We are the chosen service provider for National Hearing Test, a research company specializing in developing technologies for speech and hearing professionals, teachers of foreign languages, and individuals with developmental disabilities. NHT sought our expertise in implementing a scalable Customer Experience Platform built on AWS Cloud to address intricate randomization and result validation requirements to enhance and support their national hearing test initiative
The challenge
The solution
The results
About National Hearing Test (NHT)
Case Study Info
Driving effectiveness in screening tests with the AWS
Challenges faced
The technology platform that CDT used for the National Hearing Test had limitations in handling the anticipated high volumes for a nationwide audience, and the caller capacity was also restricted, leading to the risk of dropping subsequent callers once the limit was reached. Their platform had limited control and flexibility, which led to occasional complaints about low call quality
Solution Approach
1. We utilized AWS’s Amazon Connect, AWS Lambda, Amazon S3, and Amazon CloudWatch to assist CDT in handling variable call volumes resulting from outreach efforts, ensuring real-time data visibility.
2. We designed and implemented a self-service IVR that follows number sequences to assess the capability of users to distinguish spoken digits against continuous noise, meeting the randomization test requirements.
3. We enabled inbound voice engagement with our solutions to enhance their overall user interaction.
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The Results
1. Enhanced call quality and adaptability to varied call volumes by leveraging our IVR for hearing tests and delivering high-quality experience by allowing CDT to accommodate fluctuating call volumes with our solution built on AWS Cloud Infrastructure.
2. Automated the collection of caller information by empowering CDT to generate and analyze real-time reports with our CX platform to ensure advanced reporting analytics functions, offering critical insights, caller demographics, and call drop data guiding informed marketing decisions.
3. Improved operational efficiency with our platform by offering complete control and flexibility. We also achieved operational changes within an hour without needing third-party resources or additional costs.
4. Increased adoption through improved screening experience, allowing CDT to meet increasing caller demand, and expanded the reach of the National Hearing Test by attracting more individuals to the screening and seeking treatment for hearing loss with enhanced customer advocacy.
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