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href="https://www.devoteam.com/insights/" class="expert-view-root post post-expert-view" ><span property="name">Insights</span></a><meta property="position" content="2"></span><span class="separator"></span><span property="itemListElement" typeof="ListItem"><a property="item" typeof="WebPage" title="Go to Expert View." href="https://www.devoteam.com/expert-view/" class="archive post-expert-view-archive" ><span property="name">Expert View</span></a><meta property="position" content="3"></span><span class="separator"></span><span property="itemListElement" typeof="ListItem"><span property="name" class="post post-expert-view current-item">How Devoteam is building intelligent contact centres with Amazon Connect Customer</span><meta property="url" content="https://www.devoteam.com/expert-view/building-intelligent-contact-centres-with-amazon-connect-customer/"><meta property="position" content="4"></span></div> 1584 1585<div class="wp-block-group is-layout-flow 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1692w, 1920px" data-eio="l" /></noscript></figure> 1693 1694 </div> 1695 1696 1697 1698 <div class="entry-content wp-block-post-content is-layout-flow wp-block-post-content-is-layout-flow"> 1699<h3 id="h-reimagining-the-first-hello" class="wp-block-heading"><em>Reimagining the first “Hello”</em></h3> 1700 1701 1702 1703<p class="wp-block-paragraph">Reachable at any time, on the channel of their choice, with a personalised and immediate response: this is now the standard customers expect when they contact a company.</p> 1704 1705 1706 1707<p class="wp-block-paragraph">Yet most contact centres were never built for it. Rigid infrastructures, channels organised in silos â they struggle to keep pace. The result: queues, fragmented journeys, and agents overwhelmed by repetitive tasks. Operating costs rise without satisfaction following suit.</p> 1708 1709 1710 1711<p class="wp-block-paragraph">Amazon Connect Customer, <strong>AWS’s cloud-native contact centre service</strong>, was designed to turn this logic on its head. Omnichannel, billed on usage, equipped with built-in artificial intelligence and able to integrate natively with business tools, it delivers a response equal to these challenges.</p> 1712 1713 1714 1715<p class="wp-block-paragraph">As an AWS Premier partner, Devoteam has supported companies across very different sectors â e-commerce, mobility, energy â at varying stages of maturity. This article looks back at three of these projects to show, concretely, how a contact centre is transformed.</p> 1716 1717 1718 1719<h2 class="wp-block-heading">Amazon Connect Customer, in brief</h2> 1720 1721 1722 1723<p class="wp-block-paragraph">Before turning to the cases, a few pointers on what sets the solution apart.</p> 1724 1725 1726 1727<p class="wp-block-paragraph">Amazon Connect Customer is a fully cloud-based contact centre that runs on AWS infrastructure. It works on a pay-as-you-go model: no upfront investment, no long-term commitment, and capacity that scales with demand. Its omnichannel management brings voice, chat and tasks together in a single interface, and its drag-and-drop flow designer lets teams adapt customer journeys in minutes rather than months.</p> 1728 1729 1730 1731<div class="acc-653330a0-grid-wrap"> 1732 <style> 1733 @import url('https://fonts.googleapis.com/css2?family=Montserrat:wght@400;500;600;700&display=swap'); 1734 1735 .acc-653330a0-grid-wrap{ 1736 font-family:'Montserrat',sans-serif; 1737 color:#3c3c3a; 1738 max-width:820px; 1739 margin:32px auto; 1740 line-height:1.6; 1741 } 1742 .acc-653330a0-grid-wrap *{box-sizing:border-box;} 1743 .acc-653330a0-grid-title{ 1744 color:#f8485e; 1745 font-size:1.5rem; 1746 font-weight:700; 1747 margin:0 0 18px; 1748 } 1749 .acc-653330a0-grid{ 1750 display:grid; 1751 grid-template-columns:repeat(2,1fr); 1752 gap:16px; 1753 } 1754 .acc-653330a0-card{ 1755 background:#fff; 1756 border:1px solid #eee; 1757 border-radius:16px; 1758 padding:22px; 1759 cursor:pointer; 1760 box-shadow:0 4px 14px rgba(0,0,0,.03); 1761 transition:transform .25s ease,box-shadow .25s ease; 1762 position:relative; 1763 overflow:hidden; 1764 } 1765 .acc-653330a0-card:hover{ 1766 transform:translateY(-4px); 1767 box-shadow:0 10px 26px rgba(248,72,94,.12); 1768 } 1769 .acc-653330a0-card-icon{font-size:1.8rem;display:block;margin-bottom:10px;} 1770 .acc-653330a0-card-head{ 1771 color:#f8485e;font-size:1.05rem;font-weight:600;margin:0 0 8px; 1772 } 1773 .acc-653330a0-card-desc{ 1774 font-size:.92rem;margin:0; 1775 max-height:0;opacity:0;overflow:hidden; 1776 transition:max-height .35s ease,opacity .3s ease,margin .3s ease; 1777 } 1778 .acc-653330a0-card.acc-653330a0-open .acc-653330a0-card-desc{ 1779 max-height:200px;opacity:1;margin-top:4px; 1780 } 1781 .acc-653330a0-card-hint{ 1782 font-size:.75rem;color:#999;font-weight:500;margin-top:6px;display:block; 1783 } 1784 .acc-653330a0-card.acc-653330a0-open .acc-653330a0-card-hint{display:none;} 1785 @media(max-width:600px){.acc-653330a0-grid{grid-template-columns:1fr;}} 1786 </style> 1787 1788 <h3 class="acc-653330a0-grid-title" contenteditable="false">What sets the solution apart</h3> 1789 1790 <div class="acc-653330a0-grid"> 1791 <div class="acc-653330a0-card"> 1792 <span class="acc-653330a0-card-icon" contenteditable="false">âï¸</span> 1793 <p class="acc-653330a0-card-head" contenteditable="false">Fully cloud-based</p> 1794 <p class="acc-653330a0-card-desc" contenteditable="false">
1794A fully cloud-based contact centre that runs on AWS infrastructure.</p> 1795 <span class="acc-653330a0-card-hint">Tap to read more</span> 1796 </div> 1797 <div class="acc-653330a0-card"> 1798 <span class="acc-653330a0-card-icon" contenteditable="false">?</span> 1799 <p class="acc-653330a0-card-head" contenteditable="false">Pay-as-you-go</p> 1800 <p class="acc-653330a0-card-desc" contenteditable="false">No upfront investment, no long-term commitment, and capacity that scales with demand.</p> 1801 <span class="acc-653330a0-card-hint">Tap to read more</span> 1802 </div> 1803 <div class="acc-653330a0-card"> 1804 <span class="acc-653330a0-card-icon" contenteditable="false">?</span> 1805 <p class="acc-653330a0-card-head" contenteditable="false">Omnichannel management</p> 1806 <p class="acc-653330a0-card-desc" contenteditable="false">Brings voice, chat and tasks together in a single interface.</p> 1807 <span class="acc-653330a0-card-hint">Tap to read more</span> 1808 </div> 1809 <div class="acc-653330a0-card"> 1810 <span class="acc-653330a0-card-icon" contenteditable="false">?</span> 1811 <p class="acc-653330a0-card-head" contenteditable="false">Drag-and-drop flow designer</p> 1812 <p class="acc-653330a0-card-desc" contenteditable="false">Lets teams adapt customer journeys in minutes rather than months.</p> 1813 <span class="acc-653330a0-card-hint">Tap to read more</span> 1814 </div> 1815 </div> 1816 1817
1817<script> 1818 (function(){ 1819 var wrap=document.currentScript.closest('.acc-653330a0-grid-wrap'); 1820 var cards=wrap.querySelectorAll('.acc-653330a0-card'); 1821 cards.forEach(function(card){ 1822 card.addEventListener('click',function(){ 1823 card.classList.toggle('acc-653330a0-open'); 1824 }); 1825 }); 1826 })(); 1827 </script>
1827 1828</div> 1829 1830 1831 1832<p class="wp-block-paragraph">Its other strength lies in AI, present at every stage:</p> 1833 1834 1835 1836<ul class="wp-block-list"> 1837<li><a href="https://aws.amazon.com/fr/lex/" target="_blank" rel="noreferrer noopener">Amazon Lex</a> for natural language and self-service,</li> 1838 1839 1840 1841<li><a href="https://aws.amazon.com/fr/q/" target="_blank" rel="noreferrer noopener">Amazon Q</a> to assist advisers in real time,</li> 1842 1843 1844 1845<li><a href="https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens.html" target="_blank" rel="noreferrer noopener">Contact Lens</a> to analyse conversations (sentiment, trends, compliance).</li> 1846</ul> 1847 1848 1849 1850<p class="wp-block-paragraph">Amazon Connect Customer also offers extensive integration capabilities: native connection to CRMs such as Salesforce and to AWS services (Lambda, DynamoDB, S3) for dynamic routing based on customer history, personalised messaging or real-time information retrieval.</p> 1851 1852 1853 1854<p class="wp-block-paragraph"><em>For a deep dive in Amazon Connect Customer, <a href="https://www.devoteam.com/expert-view/transform-your-contact-center-with-amazon-connect/" target="_blank" rel="noreferrer noopener">read our full article</a>.</em></p> 1855 1856 1857 1858<h2 class="wp-block-heading">The pain points of contact centres</h2> 1859 1860 1861 1862<p class="wp-block-paragraph">Across these projects, the same challenges recur, whatever the sector. Identifying them is already half of mapping the path to transformation.</p> 1863 1864 1865 1866<p class="wp-block-paragraph">First, <strong>channel fragmentation</strong>. Voice, email, chat and social media often live in separate systems, which prevents any unified view of the customer journey. Next comes the <strong>rigidity of interactive voice response systems</strong>: fixed, unintuitive touch-tone menus. <strong>Post-contact work</strong>, for its part, remains largely manual. Writing up notes after each interaction weighs heavily on advisers’ time.</p> 1867 1868 1869 1870<p class="wp-block-paragraph">To this is added reporting that is often too basic to genuinely steer the business, a heavy load of routine calls that ties up advisers at the expense of complex cases, and personalisation that is all but absent from the very first contact, for lack of drawing on the available customer data. Finally, the lack of agility in legacy infrastructures makes rolling out anything new both slow and costly.</p> 1871 1872 1873 1874<h2 class="wp-block-heading">Amazon Connect Customer: Devoteam client use cases</h2> 1875 1876 1877 1878<h3 id="h-e-commerce-optimising-an-existing-deployment" class="wp-block-heading has-medium-font-size"><strong>E-commerce: optimising an existing deployment</strong></h3> 1879 1880 1881 1882<h5 id="h-the-context" class="wp-block-heading">The context</h5> 1883 1884 1885 1886<p class="wp-block-paragraph">A major European marketplace specialising in collectables was already running Amazon Connect in production. The challenge was therefore not to migrate, but to optimise: to make the deployment more reliable, integrate it more closely with the CRM, and gain autonomy over the evolution of customer journeys.</p> 1887 1888 1889 1890<h5 id="h-what-was-put-in-place" class="wp-block-heading">What was put in place</h5> 1891 1892 1893 1894<p class="wp-block-paragraph">Devoteam first carried out a review of the existing deployment, then reworked the architecture of the contact flows. Messages, prompts and routing rules, until then hard-coded, were moved into a metadata-driven logic: business teams can now adjust the parameters through controlled self-service, with no technical intervention.</p> 1895 1896 1897 1898<p class="wp-block-paragraph">Routing became intelligent â by request type, item category, language and caller profile â with steering towards the customer’s preferred language thanks to the CRM integration. This integration, operated via a Lambda function, draws on purchase history and open cases to refine routing and automate certain call deflections.</p> 1899 1900 1901 1902<p class="wp-block-paragraph">Two experience features round out the solution: queued callback (the customer is called back when their request reaches the top of the queue rather than waiting on the line) and voice biometrics (VoiceID).</p> 1903 1904 1905 1906<h5 id="h-the-benefits" class="wp-block-heading">The benefits</h5> 1907 1908 1909 1910<p class="wp-block-paragraph">Business teams gained autonomy, maintenance became markedly simpler thanks to the modular and reusable logic, and the contact centre was able to scale up without lengthening handling times. The customer experience, for its part, be
1910came smoother through language awareness, automatic callback and intelligent deflection.</p> 1911 1912 1913 1914<div class="uc-4f8bf065-wrap uc-4f8bf065-c1"> 1915 <style> 1916 @import url('https://fonts.googleapis.com/css2?family=Montserrat:wght@400;500;600;700&display=swap'); 1917 1918 .uc-4f8bf065-wrap{ 1919 font-family:'Montserrat',sans-serif; 1920 color:#3c3c3a; 1921 max-width:820px; 1922 margin:32px auto; 1923 line-height:1.55; 1924 background:#fff; 1925 border:1px solid #eee; 1926 border-radius:18px; 1927 box-shadow:0 6px 22px rgba(0,0,0,.05); 1928 overflow:hidden; 1929 } 1930 .uc-4f8bf065-wrap *{box-sizing:border-box;} 1931 .uc-4f8bf065-banner{background:#f8485e;color:#fff;padding:20px 26px;} 1932 .uc-4f8bf065-eyebrow{font-size:.72rem;font-weight:600;letter-spacing:1.5px;text-transform:uppercase;opacity:.85;margin:0 0 4px;} 1933 .uc-4f8bf065-banner h3{font-size:1.3rem;font-weight:700;margin:0;} 1934 .uc-4f8bf065-nav{display:flex;border-bottom:1px solid #eee;} 1935 .uc-4f8bf065-tab{flex:1;font-family:'Montserrat',sans-serif;font-size:.85rem;font-weight:600;color:#9a9a98;background:#fff;border:none;padding:16px 8px;cursor:pointer;position:relative;transition:color .25s ease;} 1936 .uc-4f8bf065-tab:hover{color:#3c3c3a;} 1937 .uc-4f8bf065-tab.uc-4f8bf065-active{color:#f8485e;} 1938 .uc-4f8bf065-tab.uc-4f8bf065-active::after{content:"";position:absolute;left:20%;right:20%;bottom:0;height:3px;background:#f8485e;border-radius:3px 3px 0 0;} 1939 .uc-4f8bf065-tab .uc-4f8bf065-ico{display:block;font-size:1.3rem;margin-bottom:4px;} 1940 .uc-4f8bf065-panel{display:none;padding:24px 26px;animation:uc-4f8bf065-fade .35s ease;} 1941 .uc-4f8bf065-panel.uc-4f8bf065-active{display:block;} 1942 .uc-4f8bf065-lead{color:#f8485e;font-size:1.02rem;font-weight:600;margin:0 0 14px;} 1943 .uc-4f8bf065-list{list-style:none;margin:0;padding:0;} 1944 .uc-4f8bf065-list li{position:relative;padding:0 0 10px 26px;font-size:.96rem;} 1945 .uc-4f8bf065-list li:last-child{padding-bottom:0;} 1946 .uc-4f8bf065-list li::before{content:"";position:absolute;left:4px;top:9px;width:8px;height:8px;border-radius:50%;background:#f8485e;} 1947 @keyframes uc-4f8bf065-fade{from{opacity:0;transform:translateY(8px);}to{opacity:1;transform:none;}} 1948 @media(max-width:600px){.uc-4f8bf065-tab{font-size:.78rem;}} 1949 </style> 1950 1951 <div class="uc-4f8bf065-banner"> 1952 <p class="uc-4f8bf065-eyebrow" contenteditable="false">Case 1 â E-commerce</p> 1953 <h3 contenteditable="false">Optimising an existing deployment</h3> 1954 </div> 1955 1956 <div class="uc-4f8bf065-nav"> 1957 <button class="uc-4f8bf065-tab uc-4f8bf065-active" data-uc-4f8bf065-tab="0"><span class="uc-4f8bf065-ico">?</span>Context</button> 1958 <button class="uc-4f8bf065-tab" data-uc-4f8bf065-tab="1"><span class="uc-4f8bf065-ico">?ï¸</span>Solution</button> 1959 <button class="uc-4f8bf065-tab" data-uc-4f8bf065-tab="2"><span class="uc-4f8bf065-ico">?</span>Benefits</button> 1960 </div> 1961 1962 <div class="uc-4f8bf065-panel uc-4f8bf065-active" data-uc-4f8bf065-panel="0"> 1963 <p class="uc-4f8bf065-lead" contenteditable="false">A European collectables marketplace, already live on Amazon Connect.</p> 1964 <ul class="uc-4f8bf065-list"> 1965 <li contenteditable="false">Optimise rather than migrate.</li> 1966 <li contenteditable="false">Tighter CRM integration and a more reliable deployment.</li> 1967 <li contenteditable="false">Autonomy over how customer journeys evolve.</li> 1968 </ul> 1969 </div> 1970 <div class="uc-4f8bf065-panel" data-uc-4f8bf065-panel="1"> 1971 <p class="uc-4f8bf065-lead" contenteditable="false">Metadata-driven flows and intelligent routing.</p> 1972 <ul class="uc-4f8bf065-list"> 1973 <li contenteditable="false">Hard-coded prompts and rules moved to self-service metadata.</li> 1974 <li contenteditable="false">Routing by request type, category, language and profile, via a CRM Lambda.</li> 1975 <li contenteditable="false">Queued callback and voice biometrics (VoiceID).</li> 1976 </ul> 1977 </div> 1978 <div class="uc-4f8bf065-panel" data-uc-4f8bf065-panel="2"> 1979 <p class="uc-4f8bf065-lead" contenteditable="false">Autonomy, simpler maintenance, a smoother experience.</p> 1980 <ul class="uc-4f8bf065-list"> 1981 <li contenteditable="false">Business teams adjust journeys without technical help.</li> 1982 <li contenteditable="false">Scales up without lengthening handling times.</li> 1983 <li contenteditable="false">Smoother experience through language awareness and deflection.</li> 1984 </ul> 1985 </div> 1986 1987
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2002 2003</div> 2004 2005 2006 2007<h3 id="h-mobility-structuring-a-migration-with-method" class="wp-block-heading has-medium-font-size"><strong>Mobility: structuring a migration with method</strong></h3> 2008 2009 2010 2011<h5 id="h-the-context-0" class="wp-block-heading">The context</h5> 2012 2013 2014 2015<p class="wp-block-paragraph">A leading European mobility player â vehicle rental, leasing and fleet management solutions â wanted to modernise its contact centre by adopting a cloud-native solution. In a market where the customer relationship is central and interaction volumes vary, the challenge was to secure a large-scale migration without interrupting service.</p> 2016 2017 2018 2019<h5 id="h-what-was-put-in-place-0" class="wp-block-heading">What was put in place</h5> 2020 2021 2022 2023<p class="wp-block-paragraph">Devoteam followed the structured approach of the AWS Migration Acceleration Program (MAP), organised into successive phases: Assess, then Mobilise, Migrate & Modernise.</p> 2024 2025 2026 2027<p class="wp-block-paragraph">The assessment phase laid the foundations: mapping the existing setup, analysing friction points in the customer journey, defining the target, high-level architecture, and above all building the business case with a total cost of ownership (TCO) and return-on-investment analysis.</p> 2028 2029 2030 2031<p class="wp-block-paragraph">A Migration Readiness Assessment, aligned with the six pillars of the AWS Cloud Adoption Framework, made it possible to identify the gaps to close before cutover. Devoteam’s Premier partner status also opened access to AWS funding, easing the initial investment.</p> 2032 2033 2034 2035<h5 id="h-the-benefits-0" class="wp-block-heading">The benefits</h5> 2036 2037 2038 2039<p class="wp-block-paragraph">A phased approach and rigorous preparation made it possible to avoid the risks associated with migration. The company laid lasting foundations for its contact centre, with a clear and costed trajectory, and reduced its costs thanks to the pay-as-you-go model and the funding secured. The method also gave internal teams a shared view of the target and of the steps to reach it.</p> 2040 2041 2042 2043<div class="uc-4f8bf065-wrap uc-4f8bf065-c2"> 2044 <style> 2045 @import url('https://fonts.googleapis.com/css2?family=Montserrat:wght@400;500;600;700&display=swap'); 2046 2047 .uc-4f8bf065-wrap{font-family:'Montserrat',sans-serif;color:#3c3c3a;max-width:820px;margin:32px auto;line-height:1.55;background:#fff;border:1px solid #eee;border-radius:18px;box-shadow:0 6px 22px rgba(0,0,0,.05);overflow:hidden;} 2048 .uc-4f8bf065-wrap *{box-sizing:border-box;} 2049 .uc-4f8bf065-banner{background:#f8485e;color:#fff;padding:20px 26px;} 2050 .uc-4f8bf065-eyebrow{font-size:.72rem;font-weight:600;letter-spacing:1.5px;text-transform:uppercase;opacity:.85;margin:0 0 4px;} 2051 .uc-4f8bf065-banner h3{font-size:1.3rem;font-weight:700;margin:0;} 2052 .uc-4f8bf065-nav{display:flex;border-bottom:1px solid #eee;} 2053 .uc-4f8bf065-tab{flex:1;font-family:'Montserrat',sans-serif;font-size:.85rem;font-weight:600;color:#9a9a98;background:#fff;border:none;padding:16px 8px;cursor:pointer;position:relative;transition:color .25s ease;} 2054 .uc-4f8bf065-tab:hover{color:#3c3c3a;} 2055 .uc-4f8bf065-tab.uc-4f8bf065-active{color:#f8485e;} 2056 .uc-4f8bf065-tab.uc-4f8bf065-active::after{content:"";position:absolute;left:20%;right:20%;bottom:0;height:3px;background:#f8485e;border-radius:3px 3px 0 0;} 2057 .uc-4f8bf065-tab .uc-4f8bf065-ico{display:block;font-size:1.3rem;margin-bottom:4px;} 2058 .uc-4f8bf065-panel{display:none;padding:24px 26px;animation:uc-4f8bf065-fade .35s ease;} 2059 .uc-4f8bf065-panel.uc-4f8bf065-active{display:block;} 2060 .uc-4f8bf065-lead{color:#f8485e;font-size:1.02rem;font-weight:600;margin:0 0 14px;} 2061 .uc-4f8bf065-list{list-style:none;margin:0;padding:0;} 2062 .uc-4f8bf065-list li{position:relative;padding:0 0 10px 26px;font-size:.96rem;} 2063 .uc-4f8bf065-list li:last-child{padding-bottom:0;} 2064 .uc-4f8bf065-list li::before{content:"";position:absolute;left:4px;top:9px;width:8px;height:8px;border-radius:50%;background:#f8485e;} 2065 @keyframes uc-4f8bf065-fade{from{opacity:0;transform:translateY(8px);}to{opacity:1;transform:none;}} 2066 @media(max-width:600px){.uc-4f8bf065-tab{font-size:.78rem;}} 2067 </style> 2068 2069 <div class="uc-4f8bf065-banner"> 2070 <p class="uc-4f8bf065-eyebrow" contenteditable="false">Case 2 â Mobility</p> 2071 <h3 contenteditable="false">Structuring a migration with method</h3> 2072 </div> 2073 2074 <div class="uc-4f8bf065-nav"> 2075 <button class="uc-4f8bf065-tab uc-4f8bf065-active" data-uc-4f8bf065-tab="0"><span class="uc-4f8bf065-ico">?</span>Context</button> 2076 <button class="uc-4f8bf065-tab" data-uc-4f8bf065-tab="1"><span class="uc-4f8bf065-ico">?ï¸</span>Solution</button> 2077 <button class="uc-4f8bf065-tab" data-uc-4f8bf065-tab="2"><span class="uc-4f8bf065-ico">?</span>Benefits</button> 2078 </div> 2079 2080 <div class="uc-4f8bf065-panel uc-4f8bf065-active" data-uc-4f8bf065-panel="0"> 2081 <p class="uc-4f8bf065-lead" contenteditable="false">A European mobility player going cloud-native.</p> 2082 <ul class="uc-4f8bf065-list"> 2083 <li contenteditable="false">Vehicle rental, leasing and fleet management.</li> 2084 <li contenteditable="false">Customer relationship is central; volumes vary.</li> 2085 <li contenteditable="false">Migrate at scale without interrupting service.</li> 2086 </ul> 2087 </div> 2088 <div class="uc-4f8bf065-panel" data-uc-4f8bf065-panel="1"> 2089 <p class="uc-4f8bf065-lead" contenteditable="false">A phased approach built on AWS MAP.</p> 2090 <ul class="uc-4f8bf065-list"> 2091 <li contenteditable="false">Assess, then Mobilise, Migrate & Modernise.</li> 2092 <li contenteditable="false">Business case with TCO and ROI analysis.</li> 2093 <li contenteditable="false">
2093Readiness assessment and AWS funding via Premier status.</li> 2094 </ul> 2095 </div> 2096 <div class="uc-4f8bf065-panel" data-uc-4f8bf065-panel="2"> 2097 <p class="uc-4f8bf065-lead" contenteditable="false">Lasting foundations on a costed trajectory.</p> 2098 <ul class="uc-4f8bf065-list"> 2099 <li contenteditable="false">Migration risks avoided through rigorous preparation.</li> 2100 <li contenteditable="false">Lower costs via pay-as-you-go and secured funding.</li> 2101 <li contenteditable="false">A shared target and roadmap across internal teams.</li> 2102 </ul> 2103 </div> 2104 2105
2105<script> 2106 (function(){ 2107 var wrap=document.currentScript.closest('.uc-4f8bf065-c2'); 2108 var tabs=wrap.querySelectorAll('.uc-4f8bf065-tab'); 2109 var panels=wrap.querySelectorAll('.uc-4f8bf065-panel'); 2110 tabs.forEach(function(tab){ 2111 tab.addEventListener('click',function(){ 2112 var i=tab.getAttribute('data-uc-4f8bf065-tab'); 2113 tabs.forEach(function(t){t.classList.remove('uc-4f8bf065-active');}); 2114 panels.forEach(function(p){p.classList.remove('uc-4f8bf065-active');}); 2115 tab.classList.add('uc-4f8bf065-active'); 2116 wrap.querySelector('[data-uc-4f8bf065-panel="'+i+'"]').classList.add('uc-4f8bf065-active'); 2117 }); 2118 }); 2119 })(); 2120 </script>
2120 2121</div> 2122 2123 2124 2125<h3 id="h-energy-surfacing-business-value" class="wp-block-heading has-medium-font-size"><strong>Energy: surfacing business value</strong></h3> 2126 2127 2128 2129<h5 id="h-the-context-1" class="wp-block-heading">The context</h5> 2130 2131 2132 2133<p class="wp-block-paragraph">A B2C and B2B energy supplier operating in a highly price-driven commodity market. In this sector, every point of contact counts: proposing the right offer, anticipating customer behaviour and remaining reachable on their preferred channels are direct levers of loyalty and market share.</p> 2134 2135 2136 2137<h5 id="h-what-was-put-in-place-1" class="wp-block-heading">What was put in place</h5> 2138 2139 2140 2141<p class="wp-block-paragraph">Devoteam ran ideation workshops to surface, together with the teams, the highest-value use cases, before prioritising them on a matrix weighing value delivered against implementation complexity.</p> 2142 2143 2144 2145<p class="wp-block-paragraph">This grid distinguished the quick wins â self-service through conversational AI (Amazon Lex), personalised routing and IVR based on CRM data, real-time adviser assistance (Amazon Q), integration of a high-volume non-voice channel, automated conversation summaries (Contact Lens) â from the game changers: a genuinely unified omnichannel experience, AI augmentation of advisers in real time and post-contact, continuous improvement driven by data, a scalable cloud-native platform and intelligent outbound campaigns.</p> 2146 2147 2148 2149<p class="wp-block-paragraph">The sector-specific use case focused on B2B contract renewals. By analysing contract history, consumption patterns and market trends, the solution predicts likely renewals, identifies customers at risk of leaving and optimises the terms proposed. Automatic alerts notify advisers as the deadline approaches, accompanied by personalised renewal offers, with certain routine enquiries handled by a virtual assistant.</p> 2150 2151 2152 2153<h5 id="h-the-benefits-1" class="wp-block-heading">The benefits</h5> 2154 2155 2156 2157<p class="wp-block-paragraph">A higher contract renewal rate, reduced churn, greater operational efficiency and increased revenue. More broadly, a more proactive customer relationship â engaging the customer before the deadline rather than enduring their departure â and a better satisfaction score across the whole base.</p> 2158 2159 2160 2161<div class="uc-4f8bf065-wrap uc-4f8bf065-c3"> 2162 <style> 2163 @import url('https://fonts.googleapis.com/css2?family=Montserrat:wght@400;500;600;700&display=swap'); 2164 2165 .uc-4f8bf065-wrap{font-family:'Montserrat',sans-serif;color:#3c3c3a;max-width:820px;margin:32px auto;line-height:1.55;background:#fff;border:1px solid #eee;border-radius:18px;box-shadow:0 6px 22px rgba(0,0,0,.05);overflow:hidden;} 2166 .uc-4f8bf065-wrap *{box-sizing:border-box;} 2167 .uc-4f8bf065-banner{background:#f8485e;color:#fff;padding:20px 26px;} 2168 .uc-4f8bf065-eyebrow{font-size:.72rem;font-weight:600;letter-spacing:1.5px;text-transform:uppercase;opacity:.85;margin:0 0 4px;} 2169 .uc-4f8bf065-banner h3{font-size:1.3rem;font-weight:700;margin:0;} 2170 .uc-4f8bf065-nav{display:flex;border-bottom:1px solid #eee;} 2171 .uc-4f8bf065-tab{flex:1;font-family:'Montserrat',sans-serif;font-size:.85rem;font-weight:600;color:#9a9a98;background:#fff;border:none;padding:16px 8px;cursor:pointer;position:relative;transition:color .25s ease;} 2172 .uc-4f8bf065-tab:hover{color:#3c3c3a;} 2173 .uc-4f8bf065-tab.uc-4f8bf065-active{color:#f8485e;} 2174 .uc-4f8bf065-tab.uc-4f8bf065-active::after{content:"";position:absolute;left:20%;right:20%;bottom:0;height:3px;background:#f8485e;border-radius:3px 3px 0 0;} 2175 .uc-4f8bf065-tab .uc-4f8bf065-ico{display:block;font-size:1.3rem;margin-bottom:4px;} 2176 .uc-4f8bf065-panel{display:none;padding:24px 26px;animation:uc-4f8bf065-fade .35s ease;} 2177 .uc-4f8bf065-panel.uc-4f8bf065-active{display:block;} 2178 .uc-4f8bf065-lead{color:#f8485e;font-size:1.02rem;font-weight:600;margin:0 0 14px;} 2179 .uc-4f8bf065-list{list-style:none;margin:0;padding:0;} 2180 .uc-4f8bf065-list li{position:relative;padding:0 0 10px 26px;font-size:.96rem;} 2181 .uc-4f8bf065-list li:last-child{padding-bottom:0;} 2182 .uc-4f8bf065-list li::before{content:"";position:absolute;
2182left:4px;top:9px;width:8px;height:8px;border-radius:50%;background:#f8485e;} 2183 @keyframes uc-4f8bf065-fade{from{opacity:0;transform:translateY(8px);}to{opacity:1;transform:none;}} 2184 @media(max-width:600px){.uc-4f8bf065-tab{font-size:.78rem;}} 2185 </style> 2186 2187 <div class="uc-4f8bf065-banner"> 2188 <p class="uc-4f8bf065-eyebrow" contenteditable="false">Case 3 â Energy</p> 2189 <h3 contenteditable="false">Surfacing business value</h3> 2190 </div> 2191 2192 <div class="uc-4f8bf065-nav"> 2193 <button class="uc-4f8bf065-tab uc-4f8bf065-active" data-uc-4f8bf065-tab="0"><span class="uc-4f8bf065-ico">?</span>Context</button> 2194 <button class="uc-4f8bf065-tab" data-uc-4f8bf065-tab="1"><span class="uc-4f8bf065-ico">?ï¸</span>Solution</button> 2195 <button class="uc-4f8bf065-tab" data-uc-4f8bf065-tab="2"><span class="uc-4f8bf065-ico">?</span>Benefits</button> 2196 </div> 2197 2198 <div class="uc-4f8bf065-panel uc-4f8bf065-active" data-uc-4f8bf065-panel="0"> 2199 <p class="uc-4f8bf065-lead" contenteditable="false">A B2C and B2B energy supplier in a price-driven market.</p> 2200 <ul class="uc-4f8bf065-list"> 2201 <li contenteditable="false">Every point of contact is a loyalty lever.</li> 2202 <li contenteditable="false">Right offer, anticipated behaviour, preferred channels.</li> 2203 <li contenteditable="false">Direct impact on market share.</li> 2204 </ul> 2205 </div> 2206 <div class="uc-4f8bf065-panel" data-uc-4f8bf065-panel="1"> 2207 <p class="uc-4f8bf065-lead" contenteditable="false">From quick wins to game changers.</p> 2208 <ul class="uc-4f8bf065-list"> 2209 <li contenteditable="false">Use cases prioritised on value vs complexity.</li> 2210 <li contenteditable="false">Quick wins: Lex self-service, CRM routing, Amazon Q, Contact Lens.</li> 2211 <li contenteditable="false">B2B contract renewals predicted, with proactive adviser alerts.</li> 2212 </ul> 2213 </div> 2214 <div class="uc-4f8bf065-panel" data-uc-4f8bf065-panel="2"> 2215 <p class="uc-4f8bf065-lead" contenteditable="false">Higher renewals, reduced churn, a proactive relationship.</p> 2216 <ul class="uc-4f8bf065-list"> 2217 <li contenteditable="false">Higher renewal rate and increased revenue.</li> 2218 <li contenteditable="false">Greater operational efficiency.</li> 2219 <li contenteditable="false">Engaging customers before the deadline, with better satisfaction.</li> 2220 </ul> 2221 </div> 2222 2223
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2238 2239</div> 2240 2241 2242 2243<h2 class="wp-block-heading">What these projects have in common</h2> 2244 2245 2246 2247<p class="wp-block-paragraph">In all three cases, technology is never an end in itself: it is put at the service of a precise business objective:</p> 2248 2249 2250 2251<ul class="wp-block-list"> 2252<li>Team autonomy</li> 2253 2254 2255 2256<li>Securing the migration</li> 2257 2258 2259 2260<li>Customer loyalty</li> 2261</ul> 2262 2263 2264 2265<p class="wp-block-paragraph">It is also a structured method that makes the difference, whether an architecture review, a proven migration framework or prioritised ideation workshops. And in all three cases, the most differentiating capabilities of Amazon Connect Customer recur: AI-driven self-service, adviser assistance and the use of data to personalise and to steer.</p> 2266 2267 2268 2269<p class="wp-block-paragraph">This combination â AWS expertise, business grounding and an approach tailored to the level of maturity â makes it possible to turn a cost centre into a true engine of customer experience.</p> 2270 2271 2272 2273<h2 id="h-where-does-your-contact-centre-stand" class="wp-block-heading">Where does your contact centre stand?</h2> 2274 2275 2276 2277<p class="wp-block-paragraph">Before considering a transformation, you first need to locate your starting point. This short diagnostic helps you identify the scenario most relevant to your organisation.</p> 2278 2279 2280 2281<!-- ========================================================= 2282 INTERACTIVE ASSESSMENT BLOCK â Contact Centre Maturity 2283 Paste this entire block into a WordPress "Custom HTML" module. 2284 Self-contained: inline styles, script, Google Fonts. 2285 CSS prefix: cccb6bcefa (randomised to avoid conflicts). 2286 Edit text only in this backend HTML, not on the frontend. 2287 ========================================================= --> 2288<div class="cccb6bcefa-wrap"> 2289 <style> 2290 @import url('https://fonts.googleapis.com/css2?family=Montserrat:wght@400;500;600;700;800&display=swap'); 2291 2292 .cccb6bcefa-wrap *{box-sizing:border-box;margin:0;padding:0;font-family:'Montserrat',sans-serif;} 2293 .cccb6bcefa-wrap{max-width:760px;margin:32px auto;color:#3c3c3a;line-height:1.55;} 2294 .cccb6bcefa-card{background:#fff;border:1px solid #efeceb;border-radius:18px;padding:30px 28px;box-shadow:0 6px 30px rgba(60,60,58,.06);} 2295 .cccb6bcefa-eyebrow{font-size:12px;font-weight:700;letter-spacing:.12em;text-transform:uppercase;color:#f8485e;margin-bottom:6px;} 2296 .cccb6bcefa-title{font-size:24px;font-weight:800;color:#f8485e;margin-bottom:4px;} 2297 .cccb6bcefa-sub{font-size:14px;color:#7a7a78;margin-bottom:22px;} 2298 2299 .cccb6bcefa-progress{height:6px;background:#f1eeed;border-radius:99px;overflow:hidden;margin-bottom:26px;} 2300 .cccb6bcefa-bar{height:100%;width:0;background:#f8485e;border-radius:99px;transition:width .4s ease;} 2301 2302 .cccb6bcefa-q{display:none;animation:cccb6bcefaFade .35s ease;} 2303 .cccb6bcefa-q.cccb6bcefa-active{display:block;} 2304 @keyframes cccb6bcefaFade{from{opacity:0;transform:translateY(8px);}to{opacity:1;transform:none;}} 2305 2306 .cccb6bcefa-step{font-size:12px;font-weight:700;color:#f8485e;margin-bottom:8px;} 2307 .cccb6bcefa-qtext{font-size:18px;font-weight:700;color:#3c3c3a;margin-bottom:18px;} 2308 2309 .cccb6bcefa-opt{display:flex;align-items:flex-start;gap:12px;border:1.5px solid #ece9e8;border-radius:12px;padding:14px 16px;margin-bottom:10px;cursor:pointer;transition:all .2s ease;background:#fff;} 2310 .cccb6bcefa-opt:hover{border-color:#f8485e;background:#fff7f8;} 2311 .cccb6bcefa-opt.cccb6bcefa-sel{border-color:#f8485e;background:#fff1f3;} 2312 .cccb6bcefa-letter{flex:0 0 26px;height:26px;border-radius:50%;border:1.5px solid #cfcccb;display:flex;align-items:center;justify-content:center;font-size:13px;font-weight:700;color:#7a7a78;transition:all .2s ease;} 2313 .cccb6bcefa-opt:hover .cccb6bcefa-letter,.cccb6bcefa-opt.cccb6bcefa-sel .cccb6bcefa-letter{background:#f8485e;border-color:#f8485e;color:#fff;} 2314 .cccb6bcefa-otext{font-size:14.5px;font-weight:500;padding-top:2px;} 2315 2316 .cccb6bcefa-nav{display:flex;justify-content:space-between;align-items:center;margin-top:22px;} 2317 .cccb6bcefa-btn{font-size:14px;font-weight:700;border:none;border-radius:10px;padding:11px 22px;
2317cursor:pointer;transition:all .2s ease;} 2318 .cccb6bcefa-back{background:#f1eeed;color:#3c3c3a;} 2319 .cccb6bcefa-back:hover{background:#e6e2e1;} 2320 .cccb6bcefa-next{background:#f8485e;color:#fff;} 2321 .cccb6bcefa-next:hover{background:#e23752;} 2322 .cccb6bcefa-next:disabled{background:#f6c3cb;cursor:not-allowed;} 2323 2324 .cccb6bcefa-result{display:none;animation:cccb6bcefaFade .4s ease;} 2325 .cccb6bcefa-result.cccb6bcefa-active{display:block;} 2326 .cccb6bcefa-rtag{display:inline-block;font-size:12px;font-weight:700;letter-spacing:.08em;text-transform:uppercase;background:#fff1f3;color:#f8485e;border-radius:99px;padding:6px 14px;margin-bottom:14px;} 2327 .cccb6bcefa-rtitle{font-size:21px;font-weight:800;color:#f8485e;margin-bottom:10px;} 2328 .cccb6bcefa-rbody{font-size:15px;margin-bottom:22px;} 2329 .cccb6bcefa-tally{display:flex;gap:10px;margin-bottom:22px;} 2330 .cccb6bcefa-tcell{flex:1;text-align:center;border:1.5px solid #ece9e8;border-radius:12px;padding:14px 8px;} 2331 .cccb6bcefa-tnum{font-size:26px;font-weight:800;color:#f8485e;} 2332 .cccb6bcefa-tlbl{font-size:11px;font-weight:600;color:#7a7a78;letter-spacing:.04em;text-transform:uppercase;} 2333 .cccb6bcefa-restart{background:#f1eeed;color:#3c3c3a;} 2334 .cccb6bcefa-restart:hover{background:#e6e2e1;} 2335 2336 @media(max-width:560px){.cccb6bcefa-card{padding:24px 18px;}.cccb6bcefa-title{font-size:21px;}.cccb6bcefa-qtext{font-size:16px;}} 2337 </style> 2338 2339 <div class="cccb6bcefa-card"> 2340 <div class="cccb6bcefa-eyebrow" contenteditable="false">Self-assessment</div> 2341 <div class="cccb6bcefa-title" contenteditable="false">What is the cloud maturity of your contact centre?</div> 2342 <div class="cccb6bcefa-sub" contenteditable="false">Five questions to find out which scenario fits your situation.</div> 2343 2344 <div class="cccb6bcefa-progress"><div class="cccb6bcefa-bar" id="cccb6bcefa-bar"></div></div> 2345 2346 <!-- QUESTIONS --> 2347 <div class="cccb6bcefa-questions" id="cccb6bcefa-questions"> 2348 2349 <div class="cccb6bcefa-q cccb6bcefa-active" data-q="0"> 2350 <div class="cccb6bcefa-step" contenteditable="false">Question 1 of 5</div> 2351 <div class="cccb6bcefa-qtext" contenteditable="false">What is the cloud maturity of your contact centre?</div> 2352 <div class="cccb6bcefa-opt" data-val="a"><span class="cccb6bcefa-letter">a</span><span class="cccb6bcefa-otext" contenteditable="false">We already use a cloud solution (Amazon Connect or equivalent).</span></div> 2353 <div class="cccb6bcefa-opt" data-val="b"><span class="cccb6bcefa-letter">b</span><span class="cccb6bcefa-otext" contenteditable="false">We are still on traditional / on-premise infrastructure.</span></div> 2354 <div class="cccb6bcefa-opt" data-val="c"><span class="cccb6bcefa-letter">c</span><span class="cccb6bcefa-otext" contenteditable="false">We are in the process of considering or migrating.</span></div> 2355 </div> 2356 2357 <div class="cccb6bcefa-q" data-q="1"> 2358 <div class="cccb6bcefa-step" contenteditable="false">Question 2 of 5</div> 2359 <div class="cccb6bcefa-qtext" contenteditable="false">How many channels do you manage in a genuinely integrated way?</div> 2360 <div class="cccb6bcefa-opt" data-val="a"><span class="cccb6bcefa-letter">a</span><span class="cccb6bcefa-otext" contenteditable="false">Only one (mainly voice).</span></div> 2361 <div class="cccb6bcefa-opt" data-val="b"><span class="cccb6bcefa-letter">b</span><span class="cccb6bcefa-otext" contenteditable="false">Two to three, but in separate systems.</span></div> 2362 <div class="cccb6bcefa-opt" data-val="c"><span class="cccb6bcefa-letter">c</span><span class="cccb6bcefa-otext" contenteditable="false">Several channels unified in a single interface.</span></div> 2363 </div> 2364 2365 <div class="cccb6bcefa-q" data-q="2"> 2366 <div class="cccb6bcefa-step" contenteditable="false">Question 3 of 5</div> 2367 <div class="cccb6bcefa-qtext" contenteditable="false">What is your level of automation and self-service?</div> 2368 <div class="cccb6bcefa-opt" data-val="a"><span class="cccb6bcefa-letter">a</span><span class="cccb6bcefa-otext" contenteditable="false">
2368Low: most requests go through an adviser.</span></div> 2369 <div class="cccb6bcefa-opt" data-val="b"><span class="cccb6bcefa-letter">b</span><span class="cccb6bcefa-otext" contenteditable="false">Medium: a basic IVR or chatbot is in place.</span></div> 2370 <div class="cccb6bcefa-opt" data-val="c"><span class="cccb6bcefa-letter">c</span><span class="cccb6bcefa-otext" contenteditable="false">High: self-service through conversational AI and adviser assistance.</span></div> 2371 </div> 2372 2373 <div class="cccb6bcefa-q" data-q="3"> 2374 <div class="cccb6bcefa-step" contenteditable="false">Question 4 of 5</div> 2375 <div class="cccb6bcefa-qtext" contenteditable="false">How do you use customer data during an interaction?</div> 2376 <div class="cccb6bcefa-opt" data-val="a"><span class="cccb6bcefa-letter">a</span><span class="cccb6bcefa-otext" contenteditable="false">Little or not at all: the interaction starts without context.</span></div> 2377 <div class="cccb6bcefa-opt" data-val="b"><span class="cccb6bcefa-letter">b</span><span class="cccb6bcefa-otext" contenteditable="false">Partially: some data is brought up manually.</span></div> 2378 <div class="cccb6bcefa-opt" data-val="c"><span class="cccb6bcefa-letter">c</span><span class="cccb6bcefa-otext" contenteditable="false">Fully: routing and personalisation driven by the CRM in real time.</span></div> 2379 </div> 2380 2381 <div class="cccb6bcefa-q" data-q="4"> 2382 <div class="cccb6bcefa-step" contenteditable="false">Question 5 of 5</div> 2383 <div class="cccb6bcefa-qtext" contenteditable="false">What is your capacity to analyse and improve your interactions?</div> 2384 <div class="cccb6bcefa-opt" data-val="a"><span class="cccb6bcefa-letter">a</span><span class="cccb6bcefa-otext" contenteditable="false">Basic reporting on a few indicators.</span></div> 2385 <div class="cccb6bcefa-opt" data-val="b"><span class="cccb6bcefa-letter">b</span><span class="cccb6bcefa-otext" contenteditable="false">Dashboards, but without fine-grained conversation analysis.</span></div> 2386 <div class="cccb6bcefa-opt" data-val="c"><span class="cccb6bcefa-letter">c</span><span class="cccb6bcefa-otext" contenteditable="false">Sentiment analysis, real-time monitoring and continuous improvement.</span></div> 2387 </div> 2388 2389 </div> 2390 2391 <!-- RESULT --> 2392 <div class="cccb6bcefa-result" id="cccb6bcefa-result"> 2393 <div class="cccb6bcefa-rtag" contenteditable="false">Your result</div> 2394 <div class="cccb6bcefa-rtitle" id="cccb6bcefa-rtitle" contenteditable="false"></div> 2395 <div class="cccb6bcefa-rbody" id="cccb6bcefa-rbody" contenteditable="false"></div> 2396 <div class="cccb6bcefa-tally"> 2397 <div class="cccb6bcefa-tcell"><div class="cccb6bcefa-tnum" id="cccb6bcefa-ta">0</div><div class="cccb6bcefa-tlbl" contenteditable="false">answers a</div></div> 2398 <div class="cccb6bcefa-tcell"><div class="cccb6bcefa-tnum" id="cccb6bcefa-tb">0</div><div class="cccb6bcefa-tlbl" contenteditable="false">answers b</div></div> 2399 <div class="cccb6bcefa-tcell"><div class="cccb6bcefa-tnum" id="cccb6bcefa-tc">0</div><div class="cccb6bcefa-tlbl" contenteditable="false">answers c</div></div> 2400 </div> 2401 <button class="cccb6bcefa-btn cccb6bcefa-restart" id="cccb6bcefa-restart" contenteditable="false">Start again</button> 2402 </div> 2403 2404 <!-- NAV --> 2405 <div class="cccb6bcefa-nav" id="cccb6bcefa-nav"> 2406 <button class="cccb6bcefa-btn cccb6bcefa-back" id="cccb6bcefa-back" style="visibility:hidden;" contenteditable="false">Back</button> 2407 <button class="cccb6bcefa-btn cccb6bcefa-next" id="cccb6bcefa-next" contenteditable="false" disabled>Next</button> 2408 </div> 2409 </div> 2410 2411
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2594<script id="lsac-dastra-iframe-consent-js-after"> 2595(function () { 2596 var config = window.lsacDastraIframeConsentConfig || {}; 2597 var targets = Array.isArray(config.targets) ? config.targets : []; 2598 var DEBUG = true; // Muda para false em produção se quiser desabilitar logs 2599 2600 if (!targets.length) { 2601 return; 2602 } 2603 2604 var aboutBlank = config.aboutBlank || 'about:blank'; 2605 var noticeTemplate = typeof config.noticeHtml === 'string' ? config.noticeHtml : ''; 2606 var IFRAME_URL_ATTRS = ['src', 'data-src', 'data-lazy-src', 'data-original', 'data-orig-src', 'data-wpfc-original-src']; 2607 2608 // Services the user clicked "Accept" on before Dastra finished loading (GTM async). 2609 var pendingConsents = []; 2610 var dastraReady = false; 2611 var dastraPollInterval = null; 2612 var DASTRA_POLL_INTERVAL_MS = 300; 2613 var DASTRA_POLL_MAX_MS = 15000; 2614 var dastraPollStart = Date.now(); 2615 var rescanInterval = null; 2616 var rescanTimeoutId = null; 2617 var SINGLE_RESCAN_DELAY_MS = 3000; // Apenas uma verificação extra 3s depois 2618 2619 // âââ Logging helper âââââââââââââââââââââââââââââââââââââââââââââââââââââââ 2620 function log(msg, data) { 2621 if (!DEBUG) return; 2622 var timestamp = new Date().toLocaleTimeString(); 2623 console.log('[LSAC Dastra Iframe Consent ' + timestamp + '] ' + msg, data || ''); 2624 } 2625 2626 function logWarn(msg, data) { 2627 var timestamp = new Date().toLocaleTimeString(); 2628 console.warn('[LSAC Dastra Iframe Consent ' + timestamp + '] ' + msg, data || ''); 2629 } 2630 2631 // âââ Helpers ââââââââââââââââââââââââââââââââââââââââââââââââââââââââââââââ 2632 2633 function getConsentApi() { 2634 if ( 2635 window.dastra && 2636 window.dastra.cookieConsent && 2637 window.dastra.cookieConsent.consent 2638 ) { 2639 return window.dastra.cookieConsent.consent; 2640 } 2641 return null; 2642 } 2643 2644 function hasServiceConsent(service) { 2645 var api = getConsentApi(); 2646 if (!api) return false; 2647 try { 2648 if (typeof api.getServiceConsent === 'function') return !!api.getServiceConsent(service); 2649 if (typeof api.isServiceConsented === 'function') return !!api.isServiceConsented(service); 2650 } catch (e) { 2651 logWarn('Erro ao verificar consentimento do serviço:', e); 2652 } 2653 return false; 2654 } 2655 2656 function applyServiceConsent(service) { 2657 var api = getConsentApi(); 2658 if (!api) return false; 2659 try { 2660 api.setServiceConsent(service, true); 2661 if (typeof api.save === 'function') { 2662 api.save(); 2663 } 2664 log('Consentimento aplicado para serviço:', service); 2665 return true; 2666 } catch (e) { 2667 logWarn('Erro ao aplicar consentimento:', e); 2668 } 2669 return false; 2670 } 2671 2672 function createAlertNode(service) { 2673 var node = document.createElement('div'); 2674 node.className = 'lsac-alert-iframe-cookie'; 2675 node.setAttribute('data-dastra-service', service); 2676 node.innerHTML = noticeTemplate.replace(/\{\{service\}\}/g, service); 2677 return node; 2678 } 2679 2680 function isYoutubeUrl(url) { 2681 if (!url) return false; 2682 return /youtube\.com|youtu\.be|youtube-nocookie\.com/i.test(url); 2683 } 2684 2685 function getIframeOriginalUrl(iframe) { 2686 if (!(iframe instanceof HTMLIFrameElement)) return ''; 2687 2688 for (var i = 0; i < IFRAME_URL_ATTRS.length; i++) { 2689 var attr = IFRAME_URL_ATTRS[i]; 2690 var value = iframe.getAttribute(attr); 2691 if (value) return value; 2692 } 2693 2694 return ''; 2695 } 2696 2697 function matchesTargetIframe(iframe, target) { 2698 if (!(iframe instanceof HTMLIFrameElement) || !target) return false; 2699 2700 if (target.selector && iframe.matches && iframe.matches(target.selector)) { 2701 return true; 2702 } 2703 2704 // Fallback for lazy-loaded iframes where src is filled later. 2705 if (target.service === 'youtube') { 2706 return isYoutubeUrl(getIframeOriginalUrl(iframe)); 2707 } 2708 2709 return false; 2710 } 2711 2712 function blockIframe(iframe, service) { 2713 if (!(iframe instanceof HTMLIFrameElement)) return false; 2714 if (iframe.dataset.dastraIframeHandled === '1') return false;
2715 var src = getIframeOriginalUrl(iframe); 2716 if (!src || src === aboutBlank) return false; 2717 2718 log('Bloqueando iframe:', {service: service, src: src.substring(0, 50) + '...'}); 2719 2720 iframe.dataset.blockedSrc = src; 2721 iframe.dataset.dastraService = service; 2722 iframe.dataset.dastraIframeHandled = '1'; 2723 2724 // Prevent lazy-load scripts from repopulating src before consent. 2725 IFRAME_URL_ATTRS.forEach(function (attr) { 2726 if (attr === 'src') return; 2727 if (iframe.hasAttribute(attr)) { 2728 iframe.removeAttribute(attr); 2729 } 2730 }); 2731 2732 iframe.setAttribute('src', aboutBlank); 2733 iframe.insertAdjacentElement('afterend', createAlertNode(service)); 2734 return true; 2735 } 2736 2737 function restoreIframesForService(service) { 2738 log('Restaurando iframes para serviço:', service); 2739 var iframes = document.querySelectorAll('iframe[data-blocked-src][data-dastra-service="' + service + '"]'); 2740 var count = iframes.length; 2741 2742 iframes.forEach(function (iframe) { 2743 var src = iframe.getAttribute('data-blocked-src'); 2744 if (!src) return; 2745 iframe.setAttribute('src', src); 2746 iframe.removeAttribute('data-blocked-src'); 2747 }); 2748 2749 document.querySelectorAll('.lsac-alert-iframe-cookie[data-dastra-service="' + service + '"]').forEach(function (el) { 2750 el.remove(); 2751 }); 2752 2753 log('Restaurados ' + count + ' iframes do serviço: ' + service); 2754 } 2755 2756 // âââ Step 1: Block iframes immediately (no Dastra needed) âââââââââââââââââ 2757 // This runs as soon as the DOM is ready so no YouTube requests fire first. 2758 2759 function blockAllIframes() { 2760 var totalBlocked = 0; 2761 targets.forEach(function (target) { 2762 if (!target || !target.service || !target.selector) return; 2763 var seen = new Set(); 2764 var matchedIframes = []; 2765 2766 document.querySelectorAll(target.selector).forEach(function (iframe) { 2767 if (!seen.has(iframe)) { 2768 seen.add(iframe); 2769 matchedIframes.push(iframe); 2770 } 2771 }); 2772 2773 // Include iframes where youtube URL is only in lazy attributes. 2774 document.querySelectorAll('iframe').forEach(function (iframe) { 2775 if (seen.has(iframe)) return; 2776 if (!matchesTargetIframe(iframe, target)) return; 2777 seen.add(iframe); 2778 matchedIframes.push(iframe); 2779 }); 2780 2781 log('Encontrados ' + matchedIframes.length + ' iframes para serviço: ' + target.service); 2782 matchedIframes.forEach(function (iframe) { 2783 if (blockIframe(iframe, target.service)) { 2784 totalBlocked++; 2785 } 2786 }); 2787 }); 2788 return totalBlocked; 2789 } 2790 2791 // âââ Step 2: Wait for Dastra (loaded async via GTM) âââââââââââââââââââââââ 2792 // Polls every 300 ms up to 15 s. Once available, checks existing consent 2793 // and flushes any button clicks that happened while Dastra was not ready. 2794 2795 function onDastraReady() { 2796 log('Dastra API detectada e pronta!'); 2797 dastraReady = true; 2798 2799 // Bind Dastra consent events and check existing consent. 2800 targets.forEach(function (target) { 2801 if (!target || !target.service) return; 2802 2803 window.addEventListener('dastra:consent:' + target.service, function () { 2804 log('Evento Dastra recebido para:', target.service); 2805 restoreIframesForService(target.service); 2806 }); 2807 2808 // User already consented in a previous visit. 2809 if (hasServiceConsent(target.service)) { 2810 log('Consentimento anterior encontrado para:', target.service); 2811 restoreIframesForService(target.service); 2812 } 2813 }); 2814 2815 // Flush consent actions queued before Dastra was ready. 2816 log('Processando ' + pendingConsents.length + ' consentimentos pendentes'); 2817 pendingConsents.forEach(function (service) { 2818 if (applyServiceConsent(service)) { 2819 restoreIframesForService(service); 2820 } 2821 }); 2822 pendingConsents = []; 2823 2824 // Limpar rescan agendado já que Dastra está pronto 2825 if (rescanTimeoutId) { 2826 clearTimeout(rescanTimeoutId); 2827 log('Single rescan cancelado: Dastra API pronta'); 2828 } 2829 } 2830 2831 function waitForDastra() { 2832 log('Aguardando API Dastra...'); 2833 if (getConsentApi()) { 2834 onDastraReady(); 2835 return; 2836 } 2837 2838 dastraPollInterval = setInterval(function () { 2839 if (getConsentApi()) { 2840 clearInterval(dastraPollInterval); 2841 onDastraReady(); 2842 return; 2843 }
2844 var elapsed = Date.now() - dastraPollStart; 2845 if (elapsed % 2000 < DASTRA_POLL_INTERVAL_MS) { // Log a cada 2 segundos 2846 log('Ainda aguardando Dastra... (' + Math.round(elapsed / 1000) + 's)'); 2847 } 2848 if (elapsed > DASTRA_POLL_MAX_MS) { 2849 clearInterval(dastraPollInterval); 2850 logWarn('Dastra não carregou após 15s. Os iframes permanecerão bloqueados.'); 2851 } 2852 }, DASTRA_POLL_INTERVAL_MS); 2853 } 2854 2855 // âââ Single rescan for late-injected iframes (minimal impact) âââââââââââââ 2856 // Apenas uma verificação extra após alguns segundos, depois para completamente 2857 2858 function scheduleSingleRescan() { 2859 if (rescanTimeoutId) return; // Evita múltiplos rescans agendados 2860 2861 rescanTimeoutId = setTimeout(function () { 2862 var blocked = blockAllIframes(); 2863 if (blocked > 0) { 2864 log('Single rescan: bloqueados ' + blocked + ' iframes atrasados'); 2865 } 2866 rescanTimeoutId = null; 2867 }, SINGLE_RESCAN_DELAY_MS); 2868 } 2869 2870 // âââ Dynamic iframes (added after page load) ââââââââââââââââââââââââââââââ 2871 2872 function observeDynamicIframes() { 2873 if (!('MutationObserver' in window) || !document.body) { 2874 log('MutationObserver não disponÃvel, agendando single rescan fallback'); 2875 scheduleSingleRescan(); 2876 return; 2877 } 2878 2879 log('MutationObserver ativado para detectar iframes dinâmicos'); 2880 var observer = new MutationObserver(function (mutations) { 2881 mutations.forEach(function (mutation) { 2882 if (mutation.type === 'attributes' && mutation.target instanceof HTMLIFrameElement) { 2883 var iframe = mutation.target; 2884 targets.forEach(function (target) { 2885 if (!target || !target.service || !target.selector) return; 2886 if (dastraReady && hasServiceConsent(target.service)) return; 2887 if (matchesTargetIframe(iframe, target)) { 2888 blockIframe(iframe, target.service); 2889 } 2890 }); 2891 return; 2892 } 2893 2894 mutation.addedNodes.forEach(function (node) { 2895 if (!(node instanceof Element)) return; 2896 2897 targets.forEach(function (target) { 2898 if (!target || !target.service || !target.selector) return; 2899 // Skip blocking if Dastra is already ready and consent was given. 2900 if (dastraReady && hasServiceConsent(target.service)) return; 2901 2902 if (node instanceof HTMLIFrameElement && matchesTargetIframe(node, target)) { 2903 blockIframe(node, target.service); 2904 } 2905 if (node.querySelectorAll) { 2906 node.querySelectorAll('iframe').forEach(function (iframe) { 2907 if (!matchesTargetIframe(iframe, target)) return; 2908 blockIframe(iframe, target.service); 2909 }); 2910 } 2911 }); 2912 }); 2913 }); 2914 }); 2915 2916 observer.observe(document.body, { 2917 childList: true, 2918 subtree: true, 2919 attributes: true, 2920 attributeFilter: IFRAME_URL_ATTRS, 2921 }); 2922 2923 // Segurança: um rescan único como fallback em caso de edge cases 2924 scheduleSingleRescan(); 2925 } 2926 2927 // âââ Button click handler ââââââââââââââââââââââââââââââââââââââââââââââââââ 2928 // If Dastra is already loaded: call the API immediately. 2929 // If Dastra is still loading (GTM delay): queue the service so onDastraReady 2930 // will apply it, and optimistically restore the iframe right away. 2931 2932 document.addEventListener('click', function (event) { 2933 var button = event.target.closest('.js-lsac-dastra-consent-btn'); 2934 if (!button) return; 2935 event.preventDefault(); 2936 2937 var service = button.getAttribute('data-service'); 2938 if (!service) return; 2939 2940 log('Botão de consentimento clicado para:', service); 2941 2942 if (dastraReady) { 2943 if (applyServiceConsent(service)) { 2944 restoreIframesForService(service); 2945 } 2946 } else { 2947 // Queue for when Dastra finishes loading. 2948 if (pendingConsents.indexOf(service) === -1) { 2949 pendingConsents.push(service); 2950 log('Consentimento enfileirado (Dastra ainda não pronto):', service); 2951 } 2952 // Optimistically restore so the user is not left with a blank frame. 2953 restoreIframesForService(service); 2954 } 2955 }); 2956 2957 // âââ Boot ââââââââââââââââââââââââââââââââââââââââââââââââââââââââââââââââââ 2958
2959 function init() { 2960 log('=== LSAC Dastra Iframe Consent iniciando ==='); 2961 log('Configuração targets:', config.targets); 2962 2963 var initialBlocked = blockAllIframes(); 2964 log('Bloqueados ' + initialBlocked + ' iframes na inicialização'); 2965 2966 observeDynamicIframes(); 2967 waitForDastra(); 2968 } 2969 2970 if (document.readyState === 'loading') { 2971 document.addEventListener('DOMContentLoaded', init); 2972 } else { 2973 init(); 2974 } 2975})(); 2976//# sourceURL=lsac-dastra-iframe-consent-js-after 2977</script>
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2978<script id="wp-emoji-settings" type="application/json"> 2979{"baseUrl":"https://s.w.org/images/core/emoji/17.0.2/72x72/","ext":".png","svgUrl":"https://s.w.org/images/core/emoji/17.0.2/svg/","svgExt":".svg","source":{"concatemoji":"https://www.devoteam.com/wp-includes/js/wp-emoji-release.min.js?ver=7.1.2"}} 2980</script>
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2981<script type="module"> 2982/*! This file is auto-generated */ 2983var e="script#wp-emoji-settings",t=document.querySelector(e);if(!(t instanceof HTMLScriptElement))throw new Error("Element missing: "+e);const r=JSON.parse(t.text),s=(window._wpemojiSettings=r,"wpEmojiSettingsSupports"),o=["flag","emoji"];function i(e){try{var t={supportTests:e,timestamp:(new Date).valueOf()};sessionStorage.setItem(s,JSON.stringify(t))}catch(e){}}function c(e,t,n){e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(t,0,0);t=new Uint32Array(e.getImageData(0,0,e.canvas.width,e.canvas.height).data);e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(n,0,0);const r=new Uint32Array(e.getImageData(0,0,e.canvas.width,e.canvas.height).data);return t.every((e,t)=>e===r[t])}function p(e,t){e.clearRect(0,0,e.canvas.width,e.canvas.height),e.fillText(t,0,0);var n=e.getImageData(16,16,1,1);for(let e=0;e<n.data.length;e++)if(0!==n.data[e])return!1;return!0}function u(e,t,n,r){switch(t){case"flag":return n(e,"\ud83c\udff3\ufe0f\u200d\u26a7\ufe0f","\ud83c\udff3\ufe0f\u200b\u26a7\ufe0f")?!1:!n(e,"\ud83c\udde8\ud83c\uddf6","\ud83c\udde8\u200b\ud83c\uddf6")&&!n(e,"\ud83c\udff4\udb40\udc67\udb40\udc62\udb40\udc65\udb40\udc6e\udb40\udc67\udb40\udc7f","\ud83c\udff4\u200b\udb40\udc67\u200b\udb40\udc62\u200b\udb40\udc65\u200b\udb40\udc6e\u200b\udb40\udc67\u200b\udb40\udc7f");case"emoji":return!r(e,"\ud83e\u1fac8")}return!1}function f(e,t,n,r){let a;const s=(a="undefined"!=typeof WorkerGlobalScope&&self instanceof WorkerGlobalScope?new OffscreenCanvas(300,150):document.createElement("canvas")).getContext("2d",{willReadFrequently:!0}),o=(s.textBaseline="top",s.font="600 32px Arial",{});return e.forEach(e=>{o[e]=t(s,e,n,r)}),o}function a(e){var t=document.createElement("script");t.src=e,t.defer=!0,document.head.appendChild(t)}r.supports={everything:!0,everythingExceptFlag:!0},new Promise(t=>{let n=function(){try{var e=JSON.parse(sessionStorage.getItem(s));if("object"==typeof e&&"number"==typeof e.timestamp&&(new Date).valueOf()<e.timestamp+604800&&"object"==typeof e.supportTests)return e.supportTests}catch(e){}return null}();if(!n){if("undefined"!=typeof Worker&&"undefined"!=typeof OffscreenCanvas&&"undefined"!=typeof URL&&URL.createObjectURL&&"undefined"!=typeof Blob)try{var e="postMessage("+f.toString()+"("+[JSON.stringify(o),u.toString(),c.toString(),p.toString()].join(",")+"));",r=new Blob([e],{type:"text/javascript"});const a=new Worker(URL.createObjectURL(r),{name:"wpTestEmojiSupports"});return void(a.onmessage=e=>{i(n=e.data),a.terminate(),t(n)})}catch(e){}i(n=f(o,u,c,p))}t(n)}).then(e=>{for(const n in e)r.supports[n]=e[n],r.supports.everything=r.supports.everything&&r.supports[n],"flag"!==n&&(r.supports.everythingExceptFlag=r.supports.everythingExceptFlag&&r.supports[n]);var t;r.supports.everythingExceptFlag=r.supports.everythingExceptFlag&&!r.supports.flag,r.supports.everything||((t=r.source||{}).concatemoji?a(t.concatemoji):t.wpemoji&&t.twemoji&&(a(t.twemoji),a(t.wpemoji)))}); 2984//# sourceURL=https://www.devoteam.com/wp-includes/js/wp-emoji-loader.min.js 2985</script>
2985 2986</body> 2987</html>
Line numbers count LF bytes from the start of the resource, as the search results do. Vendor segments are library code the classifier recognised; they are stored but not indexed. Bytes are shown as Latin1 characters, one per byte.