Boosts Call Performance with Seamless Salesforce and Amazon Integration

Truffle was very flexible in how we approached our engagement, which was critical in our ability to implement and go-live within the compressed timeframe we were looking at. They were very easy to work with in everything from the scoping, to contracting, and on to the development. And most importantly, we hit our go-live date within budget!! Not something the other solutions partners we spoke with thought was even possible!

Jay Greaves

Director Customer Experience and Operations, Ethos

Products Used

Service Cloud

Analytics

About Ethos

Ethos is a globally respected and highly-rated life insurance carrier, known for its commitment to customer satisfaction and reliability. With over a century of experience, Ethos has paid out hundreds of millions in life insurance claims, continually supporting individuals and families with trusted coverage.

The Challenge for Ethos

Limited Scalability and Poor Call Management

Ethos struggled with an outdated telephony system that couldn't scale to handle rising call volumes. They experienced inconsistent call quality, inefficient call routing, and a lack of customization options to align with their business workflows. Manual processes hindered agent productivity and increased customer frustration.

How Truffle Helps Ethos

Telephony Automation and Integration

Truffle helped Ethos by integrating Amazon Connect with Salesforce Service Cloud Voice, enabling seamless case creation and reducing missed calls. We improved scalability to handle higher call volumes, enhanced security, and delivered real-time metrics for better call performance insights. Customization options were implemented to align the telephony solution with their specific business processes, resulting in shorter wait times and improved customer satisfaction.