Support remote agents to work from anywhere
Today’s customers want to be able to interact via voice, chatbot or SMS and, when available, they often prefer making use of self-care features. It seems automation is everywhere these days, and the customer service industry is no exception. In that area, Amazon Connect has disrupted the contact center space.
Singlepoint’s AWS Cloud Specialists can help you transform your enterprise contact center into a dynamic, customised customer experience that delivers on your business needs. We can first help you build a Proof of Concept to demonstrate what integrations are possible and to understand how you want to transform your customer journey. We’ll support you to implement that vision quickly and efficiently by:
- Building the Proof of Concept
- Creating workflows that suit your business needs and customer interaction requirements
- Designing with you some custom reports to track your specific KPIs
- Integrating with your in-house or third-party applications (CRM, etc)
- Setting up the Amazon Connect production environment
What is Amazon Connect
Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. It enables businesses to have a fully operational contact center that can be accessed from virtually anywhere. Agents, supervisors, managers, and administrators can work from home and still be able to perform all of their daily contact center activities. Agents can receive inbound and make outbound calls or chat interactions. Supervisors can monitor and coach agents in real time as if they were all sitting in the same office. Managers can view dashboards, run reports, monitor service levels, listen to call recordings, and track contact center performance- all from home.
Amazon Connect simplifies your contact centre operations, improves the efficiency of your agents and lowers costs, by providing:
- a seamless experience across voice and chat for your customers and agents
- one set of tools for skills-based routing, powerful real-time and historical analytics
- easy-to-use intuitive management tools – all with pay-as-you-go pricing
Amazon Connect can be set up in minutes and can be scaled up to support millions of customers.
Super quick and simple to deploy
Amazon Connect is simple to set-up and use: with just a few clicks, agents can be set up and take their first phone call or message in minutes. The AWS management console makes the creation of call flows efficient, without any major coding required.
No need to install any browser plugins or applications to start taking calls or chats. Amazon Connect uses a WebRTC based softphone that is designed to provide you high-quality audio by using the OPUS codec.
With Amazon Connect, you can save up to 80% over traditional contact center solutions: there are no minimum monthly fees, no contract, and you pay only for the time you spend interacting with customers, plus any associated telephony and messaging charges. Pricing is not based on peak capacity, agent seats, or maintenance.
As an elastic cloud-based solution, Amazon Connect has no limit on infrastructure. You can quickly and easily scale your contact center up or down to any size, onboarding thousands of agents in response to normal business cycles or unplanned events.
Easy to integrate
As an open platform, Amazon Connect easily integrates with any system that your contact center relies on, such as CRM or workforce management (WFM) systems, enabling you to create a better interactive customer experience. Using AWS Lambda to access backend systems will allow you to personalise automated experiences and provide conversation history and real-time context to agents.
Amazon Connect is AI-enabled by default, allowing agents to immediately use AWS AI services to automate interactions and improve customer service. The easy integration with Amazon Lex’s conversation bots allows for better and more natural and conversational interactions. Amazon Connect also leverages AI to transcribe calls and show caller sentiment in real-time, and then mine your customer engagement data to surface insights and spot trends.
We can help
You don’t have to do this alone: as an AWS Advanced Consulting Partner, we can be by your side the entire time. At Singlepoint, we love educating our customers on how to harness the power of AWS and Amazon Connect.
Our AWS Cloud Specialists will help you to:
- Harness the power of Amazon Connect and AWS in order to build tailored customer service solutions
- Leverage other AWS services to build solutions and integrate with your own internal systems
- Seamlessly migrate your users and customers to Amazon Connect
Let our experienced Solution Architects help you avoid common mistakes and accelerate your deployment so you can minimise disruption within your organisation and keep your people safe.
Contact us today
for a planning session with one of our Solution Architects.