What is Amazon Connect?

Amazon Connect is a self-service, cloud-based contact centre service that makes it easy for organisations to deliver better customer service at a lower cost. Based on the same contact centre technology that powers Amazon customer service engagements, Amazon Connect is designed to be simple to manage, highly scalable, and an open platform for easy integration with third-party applications.

Amazon Connect is a simple-to-use contact centre that provides:

 

Skills-Based Call Routing

Customers calls are appropriately routed, based on agent availability and skill set, to resolve issues more efficiently and minimise caller wait times.

Dynamic Contact Flows

Self-service, graphical interface makes it easy for non-technical users to design contact flows and anticipate customer needs by accessing customer histories.

Natural Language Chatbots

Integration with Amazon Lex, a service for building conversational interfaces into any application, powered by the same technology as Amazon Alexa, enables automatic speech recognition and natural language understanding. *

Outbound Calling

Automated calls can be proactively scheduled, and triggers can be set that automatically send calls in response to events like credit fraud.

*Additional service on standard package, contact us for more information.

Westcon’s Amazon Connect Partner Offering

Westcon provides a white-labelled Amazon Connect professional services offering, allowing you to set up your customers with agents using inbound and outbound call flows.

Deliverables include:

  • Initial consultation regarding customer requirements
  • Project plan that includes key requirements and timeline
  • Fully deployed and configured Amazon Connect solution directly in your AWS account
  • A technical write up containing the summary of the critical technical components
  • Westcon 30 day support & warranty on our services
  • Skills transfer training to deliver this service yourself in the future

Contact us now to see this in action!

 

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