AmazonConnect
Reduce costs and improve your contact center metrics with Amazon Connect, the leader in CCaaS
One more step towards a better customer experience
Evolve your Call Center, bet on change. Your customers increasingly value not only the effectiveness of your products and services, but also the treatment they receive. The contact center has become the necessary foundation for building stable and long-lasting relationships with your customers. With the power of Amazon Connect and Apser's experience in the field, you will have an easy, agile and reliable solution to modernize your Call Center.
Lead the change towards Artificial Intelligence
Amazon Connect is committed to improving the customer experience with digital and voice channels based on the Artificial Intelligence (AI) and in the machine learning (ML).
Accelerate customer experience innovation at a lower cost
Transform customer experience (CX) at scale with Amazon Connect, the AI-powered contact center from AWS
Increase agent productivity with generative AI
AmazonConnect enables contact center agents to deliver superior customer experiences from day one. With Amazon Q, a generative AI-powered assistant available on Amazon Connect, customer issues are automatically detected, and agents receive contextual information about customers as well as suggested responses and actions for faster resolution, all within the unified workspace.
Plus, it can guide your agents to resolve customer issues quickly and accurately by recommending appropriate actions to take with step-by-step guides.
Measure, track and improves performance
By using AI-powered analytics and optimization capabilities, supervisors and managers can detect and proactively address problems related to customer experience (CX), agent performance, and contact center operations.
Supervisors get access to information in real time about customer interactions, automatically evaluate agent performance, and easily identify agent training needs to continuously improve customer satisfaction.
Workforce management capabilities allow you to forecast contact volume, assign the right number of agents, and make the best use of your agents to optimize operations from the contact center.
Create a seamless omnichannel experience
Amazon Connect allows you to offer personalized experiences, efficient and proactive in the channels that customers prefer.
Amazon Connect also helps you proactively engage with customers at scale with relevant information, such as appointment reminders, on their preferred channel.
Amazon Connect also helps you proactively engage with customers at scale with relevant information, such as appointment reminders, on their preferred channel.
Amazon Connect Highlights
Features designed to facilitate the management and operation of customer service centers
1. Cloud Platform
> Cloud Based: Amazon Connect is completely cloud-based, meaning it does not require the installation of physical hardware at customer premises. This allows businesses to operate their contact centers in a more flexible and scalable manner.
> High Availability and Scalability: By leveraging AWS infrastructure, Amazon Connect can automatically scale to handle peak calls, providing high availability.
2. Simplified Configuration and Management
> Intuitive User Interface: The platform features an easy-to-use graphical user interface (GUI), allowing for call flow configuration and customization, agent management, and performance monitoring without the need for advanced technical knowledge.
> Customizable Contact Flows: Administrators can create custom contact flows to manage customer interactions, using drag-and-drop tools to design the call journey.
3. Advanced Call Routing
> Skills-Based Routing: Calls can be routed to agents based on their specific skills, availability, and other custom criteria, ensuring that customers are served by the most appropriate agent.
> Multichannel Routing: In addition to voice calls, Amazon Connect supports interaction via chat and email, providing a consistent omnichannel experience.
4. Integration with AWS Services
> Amazon Lex for Chatbots: It integrates with Amazon Lex, enabling the creation of intelligent chatbots that can handle common queries before escalating to a human agent.
> Amazon S3 for Storage: Call recordings, transcripts, and other data can be securely stored in Amazon S3.
> Amazon Comprehend and Amazon Polly: Use Amazon Comprehend for sentiment analysis and Amazon Polly for text-to-speech, improving customer experience and analytics capabilities.
5. Real-Time Analysis and Monitoring
> Real-Time Control Panels: Supervisors can monitor key metrics in real time, such as call volume, hold time, call duration, and more.
> Reports and Analytics: Amazon Connect offers advanced analytics capabilities, enabling the creation of detailed reports on contact center performance and customer interactions.
6. Cost Efficient
> Pay Per Use: Amazon Connect follows a usage-based pricing model, meaning businesses only pay for the minutes they use and the number of active agents—with no upfront costs or fixed monthly fees.
7. Security and Compliance
> Built-in Security: Amazon Connect includes built-in security measures such as encryption of data in transit and at rest, user authentication, and role-based access control.
> Regulatory Compliance: Compliant with multiple security and privacy regulations, including PCI DSS, ISO, and GDPR, enabling businesses to operate in highly regulated industries.
8. Ease of Integration
> Integration with CRM and Other Systems: Amazon Connect easily integrates with CRM (Customer Relationship Management) systems and other business applications, enabling a unified customer view and smoother operations.
These aspects make Amazon Connect a powerful and flexible solution for companies looking to improve the efficiency and effectiveness of their contact centers, while providing an excellent customer experience.
Why Apser
apser is the AWS Advanced Consulting Partner specialized in Amazon Connect implementations with more than 30 successfully implemented projects
apser - Born in Cloud
SDP Certification – Amazon Connect Delivery Partner
AWS Advanced Consulting Partner
Success Stories:
Leading companies have relied on our professional services to ensure that their Contact Center projects are executed accurately and successfully. From process automation to improved customer service, our implementation services have proven to be the key to achieving extraordinary results.
Do you need more info?
Fill out the form and we will send you detailed content of our contact center as a service proposal
