CONTACT CENTER SOLUTIONS
Amazon Connect
Easy-to-use omni-channel cloud contact center platform that helps companies provide superior customer service at a lower cost.
Contact center
Optimize and manage Microsoft Workloads licensing more efficiently on AWS, import your licenses, consider different types of instances, and evaluate strategies for optimizing your resources with the entire universe of tools within AWS.
Workloads
Integrate practices within your development and operations teams, focusing your organization on improving software delivery, using AWS as a platform to provide secure and reliable environments to meet business needs.
Contact Center Modernization to a SaaS Model
Migrate your Contact Center to an omnichannel Contact Center on a Usage-based model, in a 100% scalable model, on the Amazon Connect infrastructure. Save time and costs while continuously innovating in the business. Modernizing contact centers to a SaaS model, such as Amazon Connect, involves migrating contact center operations to a cloud-based solution provided as a service.
our service
Amazon Connect is a cloud-based contact center service that enables organizations to establish and manage contact centers in a scalable, efficient, and flexible manner.
Key Features
•Scalability: Easily scales to meet the changing needs of a contact center.
•User-Friendly: Offers an intuitive user interface and configuration tools without the need for
deep technical expertise.
•Integration with other AWS services: Integrates with other Amazon Web Services, allowing greater customization and functionality.
Modernizing Contact Centers with Amazon Connect:
•Cloud Migration: Modernization involves moving the functions of a traditional contact center to the Amazon Connect infrastructure, leveraging the benefits of cloud computing.
• SaaS Model: Amazon Connect follows the Software as a Service (SaaS) model, meaning organizations access the platform over the Internet without managing the underlying infrastructure.
Common Features of Amazon Connect
•Intelligent call routing: Efficient distribution of calls to the most suitable agents.
•Multichannel interactions: Support for phone calls, online chat, and email.
•Real-time analytics: Tools to analyze contact center performance in real-time.
•Bot automation: Integration of chatbots for automated tasks.
Benefits of Modernizing with Amazon Connect
• Flexibility: Allows organizations to quickly adapt their contact center capabilities to changing business needs.
• Scalability: Easily grows or shrinks based on contact center demand.
• Cost Savings: By eliminating the need for on-premises infrastructure and enabling pay-as-you-go, organizations can reduce operational costs.
• Integration with AWS services: Ability to leverage other AWS services for additional functionalities, such as storage, analytics, and machine learning.
Modernizing contact centers to a SaaS model like Amazon Connect allows organizations to improve the efficiency, flexibility, and scalability of their customer service operations, while benefiting from the cloud and specific features offered by Amazon Connect.
Integration of Applications into Contact Center Flows
Integrate your social networks and mobile applications into your contact center. Additionally, create a unified flow with your CRM and data center, modernizing your metrics and adopting a 360-degree view of the operation.
The integration of applications into AWS Contact Center flows is the connection and synchronization of different applications and services with the Amazon Connect-based Contact Center system. Application integration allows leveraging specific features, automating processes, and improving efficiency in customer service.
Application Integration in AWS Contact Center
Application Integration:
Involves connecting and enabling communication between different applications and systems, allowing data and functionalities to be shared.
AWS Contact Center Flows:
Refers to the configuration of processes and actions that determine how customer interactions are handled in the Amazon Connect Contact Center.
Process Automation:
Allows automating tasks and processes within the customer service flow, improving operational efficiency.
Customer Experience Personalization:
Facilitates personalizing customer interactions by accessing relevant data from other applications.
Benefits of Application Integration in AWS Contact Center
Resource Optimization:
Enables using external data to efficiently assign agents, manage call queues, and improve response times.
Comprehensive Analysis:
Facilitates the collection and analysis of data from different applications to obtain a complete view of Contact Center performance.
Development and Integration of Artificial Intelligence Technologies
Develop automated contact flows with machine learning, create real-time business statistics and decision dashboards. Improve your customers' experience with a more agile and tailored response to each customer's needs. The development and integration of Artificial Intelligence (AI) technologies into the AWS Contact Center platform involve incorporating machine learning and natural language processing capabilities to enhance and automate customer interactions. Amazon Connect, AWS's cloud-based Contact Center service, offers various options for integrating AI technologies.
Workloads Implementation.
Design and implement your various Amazon Connect workloads by adapting the contact model to your business, managing efficiently and scalable to its size. Workload implementation in the context of Amazon Web Services (AWS) is the process of designing, deploying, and managing specific applications or services in the AWS cloud.
Workload on AWS:
It is an application or a set of applications and services that run on the AWS cloud infrastructure. A workload can be any computational load that an organization wants to run, such as a website, a mobile application, a data analysis system, etc.
Workload on AWS:
It is an application or a set of applications and services that run on the AWS cloud infrastructure. A workload can be any computational load that an organization wants to run, such as a website, a mobile application, a data analysis system, etc.
Implementation of Workloads on AWS:
- Planning: Identification of requirements and resources needed for the workload. This may include choosing EC2 instances, storage services (e.g., Amazon S3), databases (e.g., Amazon RDS), and other specific AWS services.
- Design: Creation of a solution architecture that efficiently leverages AWS services. This may include network configuration, security service implementation, scalability management, and disaster recovery planning.
- Deployment: Implementation of the workload in the AWS environment. This may include configuring EC2 instances, deploying code in AWS Lambda, configuring network resources, among others.
- Management: Continuous monitoring, tuning, and workload management to ensure optimal performance and adaptation to changing requirements.
Benefits of Workload Implementation on AWS:
- Scalability: AWS provides scalable resources to accommodate changing workload demands.
- Security: AWS offers security services and tools to protect data and applications.
- Cost Efficiency: The pay-as-you-go model of AWS allows organizations to pay only for the resources they use.
- Availability and Reliability: AWS provides a global infrastructure with high availability and redundancy.
Benefits of Workload Implementation on AWS:
- Scalability: AWS provides scalable resources to accommodate changing workload demands.
- Security: AWS offers security services and tools to protect data and applications.
- Cost Efficiency: The pay-as-you-go model of AWS allows organizations to pay only for the resources they use.
- Availability and Reliability: AWS provides a global infrastructure with high availability and redundancy.
Integrated Omnichannel Model Development
Integrate all your social networks into your contactability model, improving the efficiency of your agents and providing customers with various agile and simple contact methods.
The development of integrated omnichannel models on AWS refers to the creation and configuration of systems that allow organizations to offer a consistent user experience across multiple interaction channels.
“Omnichannel” refers to the ability to integrate and coordinate different channels, such as web, mobile, social media, chat, voice, among others, to provide a seamless and unified experience to users.
Amazon Web Services (AWS) offers a variety of services that facilitate the development of these models.
Omnichannel Development in Amazon Connect
It is a cloud contact center service that allows the management of customer interactions through various channels, such as voice, chat, and social media.
Benefits of Integrated Omnichannel Model Development on AWS:
Enhanced User Experience:
Provides users with a seamless experience regardless of the chosen interaction channel.
Operational Efficiency:
Simplifies management and administration by consolidating multiple channels into an integrated platform.
Flexibility and Scalability:
AWS offers services that allow scaling and adapting to changing user and channel demands.
Unified Analytics:
Enables integrated analysis of user behavior across all channels, facilitating informed decision-making.
