Amazon Connect Consultancy Services

Welcome to our Amazon Connect consultancy services. Our team of experts can help you leverage Amazon Connect’s features and capabilities to enhance your contact center operations and improve customer satisfaction.

Key Features of Amazon Connect

Amazon Connect is a cloud-based contact center service that offers several key features to make it a powerful and flexible solution for modern contact centers:

Cloud-based: Amazon Connect is fully cloud-based, meaning that it can be accessed and managed from anywhere with an internet connection. This makes it an ideal solution for companies with remote or distributed workforces.
Advanced features: Amazon Connect offers a range of advanced features for managing customer interactions, including interactive voice response (IVR), automatic speech recognition (ASR), natural language processing (NLP), and real-time and historical analytics.
Flexibility and scalability: Amazon Connect is easy to set up and configure, with a range of integration options for connecting to your existing CRM, workforce management, and other systems. It also scales automatically to handle spikes in call volume, ensuring that your customers never experience long wait times or dropped calls.

Integrations with Other AWS Services

One of the key benefits of using Amazon Connect is its ability to integrate with other AWS services, enabling you to build a fully connected customer experience and gain deeper insights into customer interactions:

AWS Glue: Extract data from Amazon Connect’s data streams and load it into other data stores, such as Amazon S3, Amazon Redshift, or Amazon Athena.
Amazon Athena: Query your customer interaction data and gain insights into call volume, customer sentiment, and other key metrics.
Amazon DynamoDB: Store and retrieve customer interaction data, such as call recordings and transcripts, and then analyze this data using other AWS services.
AWS Lambda: Automate tasks such as sending notifications, updating customer records, or triggering workflows based on customer interactions.
Amazon QuickSight: Visualize your customer interaction data and gain insights into key metrics such as call volume, customer satisfaction, and agent performance.

Benefits of Contact Lens

Contact Lens for Amazon Connect is a set of machine learning (ML) capabilities that allow you to gain deeper insights into customer conversations:
Real-time monitoring: Transcribe customer conversations in real-time, allowing you to monitor customer interactions as they happen and address issues before they escalate.
Sentiment analysis: Analyze the tone and sentiment of customer conversations, providing insight into customer satisfaction and helping you identify areas for improvement.
Categorization: Categorize customer conversations based on topics, allowing you to identify trends and patterns in customer behavior and optimize your products, services, and support processes to better meet customer needs.
Agent performance: Analyze agent interactions and provide feedback on performance, such as the use of positive language or compliance with scripting guidelines. This can help you identify areas for coaching and training and improve the overall quality of customer interactions.
Compliance: Ensure compliance with regulatory requirements by automatically detecting and flagging conversations that may contain sensitive information or violate company policies.

Amazon Connect Expertise

Included in Cloud Fundamental’s experience is the deployment and support of 20 Contact Centre as a Service campaigns that span the whole breadth of the public sector. From Home Office departments supporting the Brexit transition to Healthcare systems providing Covid support. The smallest of our currently live CSaaS campaigns operates for less than 10 agents whilst the largest supports more than 1500.
The nature of our client’s activities means all of our contact centre campaigns are deployed into UK based infrastructure, are exclusively built on Amazon Connect and designed and supported by security cleared teams.
We skilfully deliver call centre capabilities such as call and queue management, IVR, agent / customer experience, call recordings, reporting and wallboards. This and our dedication, commitment and flexibility are the cornerstone of Cloud Fundamental’s approach.

How do we get started?

We propose to kick off any engagement with a scoping workshop, the outcome of which, will be an agreed set of both functional and non-functional requirements. We then work towards completing both our high-level scope (from which the pricing and timing will be calculated), an example of which is below, as well as our CCD, (Contact Centre Design) which will detail the technical content required for us to build out the infrastructure. This CCD is usually a working document in the first instance, solidifying as we progress through the design phase to deployment. This process, to the point of testing, is estimated to take 10 weeks.
Testing is typically initiated in the QA environment, once signed off we will replicate the build into our pre-built Production environment, ready for testing again. We also support load testing, pen testing, as well as offering extended early life support if required.

Get Started with Cloud Fundamental Today

If you’re ready to create a next-level contact centre, contact us today to explore how we can help.
Let’s build a resilient, scalable cloud contact centre together which delights your customers!