Enable Your Omni-channel cloud contact center
With the right information available, your sales and service agents may solve customer questions quickly, and in the first contact. Let AI and ML support your teams to provide the best possible support for your customers.
Let your customers chose their preferred interaction channel, while ensuring the same feedback across different support channels. Use data from different backend systems to provide relevant and personal feedback to your customers.
Bring all relevant data to your customer support agent in one solution, allowing your employee to provide the best possible support to your customers, without having to switch applications all the time.
Artificial Intelligence (AI) and Machine Learning (ML) services bring your contact center data to live. It allows for better interpretation of your data, recognize specific patterns and make predictions about it.
Implementing Amazon Connect first requires analysis of your sales and/or support processes. What interaction channels do you want to use? What information do you have available and in which systems are these data?
Together, we review your service strategies, and plan for an omni-channel approach. In short, our approach is:
Amazon Connect allows for great flexibility for your Sales and Service teams. With Amazon Connect, you may provide personal, dynamic and natural experience to your customers. It has been design for omnichannel, currently supporting voice and chat.
Implementing Amazon Connect brings you a platform that is easy to manage, with easy-to-use intuitive management tools.
Some of the key functionalities are:
With Amazon Connect being part of the Amazon Web Service platform, this allows for an enormous amount of opportunities to extend the standard functionalities of Amazon Connect itself.
Here are some examples:
Our focus is on implementing Amazon Connect with Salesforce, as part of Salesforce’s Service Cloud Voice or as part of the Bring-Your-Own-Telephony offerings.
However, Amazon Connect may also get implemented with your existing (Customer Relationship Management) applications.
In all scenarios, you may use AWS’s infrastructure to integrate multiple data sources, to use these data in intelligently routing incoming questions to the appropriate agent.
