We partner with the best in the market to deliver dynamic interactions for customers. We are experts in deploying Amazon Connect with a focus on creating intelligent interactions across all channels.
Our expertise is focused on AI & natural language automation, chatbots, CTI/CRM, enterprise integration, user experience design, analytics and workforce optimization. Combined with best practices and a proven methodology in deploying Amazon Connect, we have the right mix of expertise and innovative solutions to make your vision a reality.
Amazon Connect provides you with a single UI for both voice and chat for contact routing, queuing, analytics, and management. This omnichannel experience means that call center agents don't have to learn and work across multiple tools. With Amazon Connect you can also use the same automated interactions and chatbots across both channels, so you don’t have to rebuild interaction flows, increasing operational efficiency.
Amazon Connect supports chat for web and mobile. Using the same contact flows, configuration, routing, analytics, and management tools as voice, Amazon Connect makes it easy for you to quickly offer chat as an engagement channel in your contact center, because you don’t have to learn new tools or switch between UIs, and you can reuse the same automated interactions you’ve already built for voice to automatically create chat contact flows. With Amazon Lex natively integrated within contact flows and chat, you require no coding to add Natural Language Understanding (NLU) powered chatbots and for the context of the conversations to be passed automatically when escalated to a human agent. Amazon Connect chat supports asynchronous messaging, enabling you to give your customers and agents the ability to message without being available at the same time. Chats are secure and encrypted and supports all existing Amazon Connect compliance certifications..
Contact Lens is a set of machine learning (ML) capabilities integrated into Amazon Connect. With Contact Lens for Amazon Connect, contact center supervisors can better understand the sentiment, trends, and compliance risks of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback. Using AWS machine learning natural language processing (NLP) and speech-to-text, Contact Lens for Amazon Connect transcribes contact center calls to create a fully searchable archive and surface valuable customer insights. With Contact Lens for Amazon Connect, customer service supervisors can quickly and easily discover emerging themes and trends from customer conversations, directly in Amazon Connect. The machine learning models that power Contact Lens for Amazon Connect have been trained specifically to understand the nuances of contact center conversations including multiple languages and custom vocabularies. With Contact Lens for Amazon Connect, customer service supervisors can conduct fast, full-text search on call and chat transcripts to quickly troubleshoot customer issues. They can also leverage call and chat-specific analytics, including sentiment analysis and silence detection to improve customer service agents’ performance. Using these integrated capabilities requires no technical expertise, and getting started takes just a few clicks in Amazon Connect.
Amazon Connect comes with pre-built integrations to popular Customer Relationship Management (CRM) systems, like Salesforce, with Workforce Management (WFM), and Workforce Optimization (WFO) suites for agent performance tracking, staffing forecasting and management. Amazon Connect also works with other AWS services like Amazon S3 and Amazon Kinesis for storing recorded calls or streaming detailed contact records in real-time to a data warehouse to merge with business intelligence systems for further analysis. There is also an API that can be used to build custom integrations.
One of the greatest challenges running a dynamic contact center environment is understanding the conversations that are occurring at any given time within it. With Amazon Connect’s Machine Learning capabilities your managers can gain valuable insights into customer sentiment, automatically identify crucial company and product feedback, and quickly react to resource training and compliance issues. Powered by Amazon Web Services, the Amazon Connect platform can help reduce capital expenditures and scale easily using the AWS cloud.