Establish Virtual Contact Center in the Cloud with Amazon Connect

Establish Virtual Contact Center in the Cloud with Amazon Connect

Amazon Connect is a simple to use omnichannel cloud contact center solution. It is designed to help companies provide better customer service at a lower cost.

The solution was initially created for Amazon retail business to provide their customers with a personal, dynamic, and natural contact center experience. Today, Amazon Connect is used worldwide within companies ranging from 10 to thousands of agents.

Amazon Connect is a comprehensive contact center solution designed to be omnichannel from the ground up; it provides a seamless transition between voice and chat or your customers and agents. The service is charged by the pay-as-you-go pricing model, meaning customers only pay what you use. Amazon Connect features a lot of interesting features that will help you establish efficient contact center operations. Some of them are skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools.

What are the main benefits of Amazon Connect?

Simple changes

Amazon Connect is simple to set up and use. It only takes a few days to set up your contact center so you can begin to interact with your customers worldwide. You can create chat flows to automate specific interactions. Changes are made through simple UI that allows you to create voice and chat contact flows, without any coding, saving you a lot of resources associated with custom development.

Cost savings compared to traditional contact center solutions

Amazon Connect is more cost-efficient than traditional contact center solutions. With the pay-as-you-go pricing model, customers only pay for the time they spend interacting with customers. Telephony and messaging costs are charged separately. There is no minimum monthly fees, long term commitments, maintenance fees, or license charges.

Simple scaling

Amazon Connect is designed to simply scale up or down to any size. You can onboard tens of thousands of agents without any problem. Amazon Connect is built on top of AWS's globally available infrastructure; this means you can support your customers anywhere in the world in a secure, reliable, and highly scalable way. Contact center agents and managers only need a supported web browser and an internet connection to engage with the customers worldwide.

What are the main capabilities of Amazon Connect?

Omnichannel customer service

Amazon Connect is a seamless omnichannel solution for voice and chat; contact center agents use a single tool to interact with the customers across voice, web chat, and mobile chat. Automated interactions and chatbots can be used to increase operational efficiency.

Your company's customers interact with your agents based on the personal preferences. They can keep working with the same agent across channels; interaction history is preserved, eliminating the need to repeat themselves, which improves customers' experience and reduces resolution time.

Integration and agility

Amazon Connect easily integrates with other systems in your company, such as customer relationship management (CRM), workforce optimization (WFO), or workforce management (WFM) system.

You can provide conversation history, and real-time context to agents as customers switch between voice and chat channels.

Out-of-the-box intelligence

Amazon Connect is AI-enabled by default; it allows agents to use AWS AI services to automate interactions, understand calls, and show caller sentiment in real-time.

Contact Lens for Amazon Connect is a set of ML capabilities integrated into Amazon Connect; these capabilities are used by contact center supervisors to understand the sentiment, trends, and compliance risks of customer conversations. Based on this data, companies train agents, replicate successful interactions, and identify a crucial company and product feedback.

Conclusion

Amazon Connect is a comprehensive contact center solution built on top of AWS's global cloud infrastructure. It was designed to accommodate millions of users and to enable simple scaling based on customers' needs.

Agents and managers only need a supported browser and internet connection to interact with the customers worldwide efficiently.

It easily integrates with other systems in your company. With a set of AI and ML capabilities, Amazon Connect gives supervisors an understanding of your company's customers sentiment and trends, giving you powerful insights and data to plan your future strategies.

Sedmi odjel is an AWS Advanced Consulting Partner and Solution Provider; we are specialized for the implementation of AWS services and solutions.

AWS offers a whole suite of remote working and learning services that can help your organization become more efficient in the times when remote work is your only option of collaboration. If you have any question about Amazon Connect or any productivity tools, give us a call at +385 1 3141 562 or contact our sales department at sales@heptabit.com.

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