Boosts Call Performance with Seamless Salesforce and Amazon Integration

The Truffle team was highly professional and delivered the project exceptionally well. We’re excited to extend our collaboration and have selected them as our long-term partner. We've just signed a 12-month managed services agreement to continue working together.

Director of Operations, IBA

Products Used

Service Cloud

AWS Connect

About IBA

IBA is a trusted third-party administrator specializing in health insurance. Known for its excellence and innovation, IBA has served clients exceptionally for decades.

The Challenge for IBA

Inefficient Call Handling and Limited Automation

IBA struggled with a static IVR system that required manual intervention for updates and offered basic call handling capabilities. Reporting was fragmented across two systems, making it difficult to gain insights. The absence of chat and chatbot functionality left customers without 24/7 support, while call quality monitoring was entirely manual, further complicating operations.

How Truffle Helps IBA

AI-Driven IVR and Chatbot Integration

Truffle implemented an AI-driven IVR, integrated Amazon Connect for real-time call management and added 24/7 chatbot support via Salesforce Omni-Channel. This improved visibility with full metrics and automated call quality management, enhancing customer satisfaction.