Cloud Contact Center

What is a Contact Center?

A contact center handles inbound and outbound calls, but it also serves customers over digital service channels. Contact centers provide all the same benefits as a call center, but they are more likely to use cloud services and Voice over Internet Protocol (VoIP) to let people communicate in their channel of choice. These channels often include texting, webchat, email and other digital options.

Why Amazon Connect?

Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We’ve now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.

Easily scale to meet unpredictable demand

With Amazon Connect you can scale your contact center up or down to any size, onboarding tens of thousands of agents in response to normal business cycles or unplanned events. As part of the AWS cloud, you can support your customers by accessing Amazon Connect from anywhere in the world in a secure, reliable, and highly scalable way. Agents and managers just need a supported web browser and an internet connection to engage with customers from anywhere.

Omnichannel customer service

Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, web chat, and mobile chat. With Amazon Connect you can also use the same automated interactions and chatbots across channels to increase operational efficiency. This means your customers can interact with your agents based on factors such as personal preferences and wait times, they can keep working with the same agent across channels, and their interaction history is preserved, so they don’t have to repeat themselves, improving customer experience and reducing resolution time.

Out-of-the box intelligence

Amazon Connect is AI-enabled by default, allowing agents to immediately use AWS AI services with Amazon Connect to automate interactions and improve customer service. Amazon Connect has natural text-to-speech built-in so you can create personalized messages in real-time and with Amazon Lex, an Amazon service that builds conversational interfaces into any application with speech-to-text and Natural Language Understanding (NLU), you can use the same powerful technology that powers Alexa across voice and chat, easing the handoff between agents with context. Amazon Connect also leverages AI to transcribe calls and show caller sentiment in real-time, and then mine your customer engagement data to surface insights and spot trends.

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