Amazon Connect

What is Amazon Connect?

Amazon Connect is an on-demand contact centre service that helps businesses of all sizes deliver an enhanced customer experience at lower cost. Operating on the globally recognised AWS cloud infrastructure, Amazon Connect offers built-in high availability, dynamic scaling and global reach.

The underlying technology for Amazon Connect has been used by Amazon customer service executives around the world to power millions of customer conversations for over a decade. Through an intuitive, graphical self-service interface, Amazon Connect allows a non-technical user to design contact flows, manage agents and track performance metrics.

How Could Amazon Connect Help You?

By using an Amazon Lex conversation bot in your call centre, callers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment, without needing to speak to an agent. These conversation bots use automatic speech recognition and natural language understanding to recognise the intent of the caller.

Amazon Lex can query your business applications to provide information back to callers, and make automated updates as requested without agent intervention. Amazon Lex conversation bots also maintain context and manage the dialogue, dynamically adjusting responses based on the conversation.

Our Services for Amazon Connect

As a leader in the delivery of Amazon Connect and a host of AWS Services, we offer a comprehensive range of services that can help you get on your Amazon Connect journey. We have created work packages that help you budget and get started, but we offer you the flexibility to pick and choose the services you need to help you get the most out of Amazon Connect.

Our Experience with Amazon Connect

Conn3ct is proud to be one of the most skilled and experienced partners for the Amazon Connect service in the UK. Since the launch of the service in the UK in April 2017, Connect has been engaged at a strategic level with the team at Amazon Connect.

This puts us in a unique position to build services and integration within Amazon Connect to facilitate co-existence within hybrid contact centre technology environments. We are Amazon Connect’s go-to partner for programmes which require complex integration. Testament to this is Connect being the only partner globally to have worked with Amazon to re-develop its CCP for one of its top 5 global customers.

Why Choose Conn3ct as Your Amazon Connect Partner?

Conn3ct is not your ordinary AWS partner. There are many companies that can deliver AWS Infrastructure but none that can deliver customer-centric business solutions leveraging the wide range of AWS services and your existing legacy investments in contact centre and CRM. Below are just some of the reasons why you should talk to Connect Managed Services about how we can help turn your customer service vision into reality with Amazon Connect.

• Contact Centre pedigree - Customer experience is our business. We have been delivering innovative customer experience and contact centre solutions since 1992 and have been the architects behind 100+ contact centre technology transformation programmes across the globe.
• Operational know-how - We don’t just deliver technology. Most of our team understand the operational challenges facing contact centre and customer service environments and we build solutions that are in-tune with reality.
• Innovation - We pride ourselves at being at the forefront of any technology revolution. We’re continuously challenging the current way of thinking and looking at different ways of solving complex business problems through clever use of technology.
• Strong Integration Experience - This allows us to use the wide range of AWS services and API’s to build better customer experiences, whether its speech driven automation using Lex, Lambda and Polly, or bespoke applications such as real-time wallboards that enhance the Amazon Connect offering.
• Understand the transformation journey - The transformation to a pure cloud contact centre service like Amazon Connect doesn’t happen overnight. Businesses need an integrator partner that understands legacy contact centre and communications environments to minimise the operational risk of transformation. With our experience of over 50 different legacy unified communications and contact centre technologies, we are uniquely placed to manage this transformation for you.
• Global Reach & Scale - We have the ability to deliver solutions in over 100 countries and have a large base of multi-national brands for whom we build and manage their customer contact systems. For AWS we are a unique partner that knows how to deliver contact centre transformation at scale.
• Ability to move quickly - We recognise that our clients operate in a fast-paced consumer world and need to work with partners that can help them keep up with the changing customer requirements.