Amazon Connect is a cloud-based contact center service that makes it easy for any business to deliver intelligent customer service at lower cost.
It is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations.
Features include skills based routing on the same technology as Amazon Alexa, Sentiment analysis providing instant feedback on customer satisfaction.
Being cloud based you can remove all legacy on premise infrastructure and develiver intelligent customer services at a fraction of the price.
You can answer calls with the customers name within one ring, and automatically route them to the most suitable operator with Skills based routing.
You can use Artificial intelligence services with Amazon Connect to help your organization operate more efficiently and improve the customer experience. Integrate Amazon Lex intelligent conversational bots into contact flows to turn automated interactions into natural conversations. Use AI to transcribe calls and show caller sentiment in realtime, and then mine your customer engagement data to surface insights and spot trends.
Amazon Connect runs on Amazon Web Services proven infrastructure operating 66 Availability Zones within 21 geographic regions around the world. This makes Amazon Connect more highly available, fault tolerant and scalable than would be possible if a contact center solution was run from a single data center.
The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required.
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