Amazon Connect Made Easy

Amazon Connect is an easy to use omni-channel cloud contact center platform 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 their customers personal, dynamic, and natural experiences which has become Amazon Connect.

Amazon Connect

Increase your customer obsession by migrating to the next generation of contact center platforms, Amazon Connect. Amazon's platform is a cloud based platform that allows you to quickly build and deploy mission critical contact centers. By leveraging the Amazon Web Services ecosystem of services such as Amazon Lex, Amazon Transcribe, Amazon Contact Lens and other services in the Amazon toolbox, we can build your next generation contact center solution which decreases costs and increases your capabilities on a pay as you go model.

CloudHesive also offers its Centricity platform powered by Amazon Web Services which will provide your operation with wall boards and data dashboards as well as a customized agent call control interface that can be customized to meet your needs. Centricity helps operationalize your Amazon Connect solution so that your internal team can get the benefits of Connect with out having to be a technical resource.

Leveraging Amazon Web Services with Amazon Connect

  • Build intelligent speech IVRs with Amazon Lex
  • Transcribe call recordings with Amazon Transcribe
  • Machine Learning with Contact center analytics with Amazon Contact lens
  • Next Gen chat services with Amazon Chat
  • Easy Salesforce CTI integration using Amazon services

Contact Center platform with Next Gen features out of the box

  • Skills based routing-Automatic Call Distribution (ACD)
  • Call Recording for all calls
  • Real-time and Historical Analytics
  • High Quality Dual Channel Voice Capability
  • Agent side WebRTC voice path

Amazon Connect Differentiators

  • Amazon Connect Differentiator
    100% Cloud-based - no contracts

  • Amazon Connect Differentiator
    Dynamic, personal, and natural contact flows

  • Amazon Connect Differentiator
    Self Service configuration with enhancements from Centricity powered by AWS

  • Amazon Connect Differentiator
    Open Platform - Salesforce CTI and Kustomer CTI integration

  • Amazon Connect Differentiator
    Part of the AWS ecosystem which drives innovation

  • Amazon Connect Differentiator
    No infrastructure or telecom ownership required

  • Amazon Connect Differentiator
    Global / High Reliablity/Redundancy platform

  • Amazon Connect Differentiator
    Any agent, Anywhere, Any time

Easy Setup and Management

  • Agents can start taking calls in just minutes with a web browser, headset, and a few clicks in the AWS Management console
  • The drag and drop Contact Flow editor allows you to create flows that define effective customer interactions without any coding or technical knowledge
  • The Centricity Customer Connect application which is powered by Amazon Connect provides the robust dashboards to manage a contact center at scale
Pay as You Go

Pay-As-You-Go

  • As an on-demand service, you pay for usage on Amazon Connect by the minute plus any associated telephony services.
  • There are no upfront charges for monthly fees or long term contracts for Amazon Connect
  • Amazon Managed Services can be deployed to easily manage your deployment and on going oversight of the platform and developing enhancements

Highly Scalable and Elastic

  • Easily scale your Amazon Connect contact center up or down, in response to business cycles, without worrying about seat licensing, minimum commitment contracts for telecom, and the other legacy contract issues.

Reliable

  • Amazon Connect runs on the AWS global infrastructure, making the service more available, fault tolerant, and scalable than would be possible with a traditional contact center platform. It also brings the power of the Amazon Web Services eco-system.

Amazon Connect Services Examples

Enterprise Integration

  • CRM (Salesforce, Kustomer, Proprietary)
  • ServiceNow
  • Enterprise Directory
  • Data Warehouse
  • Disaster Recovery
  • Legacy System of Record Integration
Amazon Connect Logo

Customized Amazon Connect Interfaces

  • Salesforce CTI Integration
  • Kustomer CTI Integration
  • Call Disposition
  • Call Tagging

AWS Eco System Innovation

  • Amazon Lex for speech IVRs
  • Amazon Transcribe for call transcription
  • Amazon Comprehend for sentiment analysis
  • Amazon Contact Lens for call analysis
  • Real-Time Sentiment call analysis