Amazon Connect Contact Centre.

Amazon Connect is an omnichannel cloud contact centre platform that has quickly become established as a market leader in the CCaaS space.

About Amazon Connect.

Its benefits include a powerful and user-friendly single interface for contact routing, queuing, and analytics, plus – like all Amazon cloud solutions – a wealth of advanced products and solution components. These can, however, be hard to use to their full potential for those that are unfamiliar with the platform. Drawing on our considerable experience with the solution set, we can help you build chatbots using the same automatic speech recognition (ASR) technology and natural language understanding (NLU) that powers Amazon Alexa, add real-time analytics or make use of automation.

Invaluably, Amazon Connect is also offered as a pay-as-you-go service with no long-term commitments. This makes it an excellent option for organisations that want to test the resilience of cloud contact centres or add a new solution in tandem with an on-premise contact centre. It’s also useful for organisations with unpredictable or inconsistent call volumes.

Contact Centre Procurement.

It’s suggested that, on average, businesses only replace their contact centre once every seven years. But for many involved in the decision, or the implementation, even that might feel too often. It’s often been a painful and protracted process, resulting in disagreement and disruption, without immediate discernible benefit.

This whitepaper draws on the experiences of Connect’s contact centre leaders, plus independent experts in the field, to set out some practical approaches to enable a less painful and more effective procurement process.

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To find out more about the strengths of Amazon Connect, contact us today.

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