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What is contact centre intelligence?

Contact Centre Intelligence (CCI) empowers you to improve customer experience using artificial intelligence (AI) and machine learning (ML) from AWS. Improved customer experience is the key to securing consumer loyalty and can have a significant impact on your business. Here at Connect we have the knowledge and experience to show you how you can benefit from Contact Centre Intelligence solutions. With our contact centre expertise we can help boost agent productivity, gain conversation insights, provide Agent Assist, provide Real-time and Post Call Analytics, translate between languages and more, with a view to on going innovation and optimisation to help you deliver the customer experiences you want.

Why Connect?

Connect are the independent communications experts who can transform how your organisation communicates using AI and ML – both internally and externally. We are contact center / CX experts with unparalleled capabilities in Genesys Cloud, Five9, Zendesk, ServiceNow and more. We are also highly skilled in the market-leading CCaaS (Contact Center as a Service) platform built entirely in AWS (Amazon Connect). We are accredited as both a Genesys Gold Partner and an AWS Advanced Tier partner. As a partner in the CCI Program we help businesses transform their customer experiences by adding artificial intelligence and machine learning to the contact centre provider of their choice.

We apply Contact Centre Intelligence (CCI) from AWS to on-premise and CCaaS environments:

Connect is an Advanced AWS Tier Partner.

Our in-depth knowledge of Amazon Connect enables us to specify and customise the optimal configuration for your business from across the vast Amazon feature set, while our support team provides the reassurance and in-depth knowledge you need to keep your operation running smoothly.

Connect is a globally recognised Five9 contact centre partner.

Five9 solutions are focused on significantly improving both agent and customer experience. Their leading-edge suite of technologies enables you to engage customers on your channels of choice, streamlining your operations.

At Connect, our team of dedicated Five9 experts can help you identify the most relevant features for your contact centre requirements, including practical AI, automation, and the cloud. With Connect’s help, you can increase your business agility and exceed your customers’ expectations.

Connect is Genesys Gold Partner.

Having worked alongside Genesys for over 20 years, we have an unmatched understanding of its contact centre solutions and processes. This means we can remove uncertainty and accelerate deployment by combining our contact centre, networking and ICT expertise to provide a true end-to-end service. And because we’ve deployed award winning Genesys solutions for customers such as, Severn Trent, you can be sure your contact centre project is in safe hands.

Find out how we can help your business communicate better.

To discuss your communications challenges and requirements, get in touch with us today.

Connect with us now.

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