AWS Categories and Services

Amazon Connect, Contact Lens, Amazon DynamoDB, Amazon S3, Amazon Kinesis, Amazon Lex, Amazon Comprehend, AWS Lambda, AWS KMS, AWS Systems Manager Parameter Store, AWS Secrets Manager, Amazon CloudWatch, Amazon API Gateway, Amazon CloudFront, AWS CloudFormation, Amazon QuickSight, Amazon Athena & AWS Glue

The benefit

A Reliable & Scalable cloud-based infrastructure on Amazon Connect which is simple to deploy and manage for agents and supervisors, offered with no up-front payments or long-term contracts, managed as a service, all with pay-by-the-minute usage fees.

The major benefits of the solution included:

Improved Platform Stability and Availability
100% Remote agents with quick onboarding & training compared to traditional solutions. ~2500 Agents migrated in 2022
Rapid Development and Multi-channel enablement (Live Chat, Chatbot, Email, and Text). Around 8 contact centers delivered a combination of voice, chat, and text features.
AI capabilities ensured better routing and conversational IVR, resulting in fewer calls for the agents
Easy integration with the system of records enabling dynamic routing to the right queues, enriching contact data displayed to agents for a quick resolution.
From an operational standpoint, self-service IVR improved overall efficiency reducing the need for agent intervention
Significant cost savings compared to traditional contact center solutions - Amazon Connect costs less than legacy contact center systems. With Amazon Connect you pay only for what you use, plus any associated telephony and messaging charges. Besides, there are no minimum monthly fees, long-term commitments, or upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance.
Easily scale to meet unpredictable demand - Amazon Connect has the flexibility to scale your contact center. As part of the AWS cloud, we can support our customers by accessing Amazon Connect from anywhere in the world on a secure, reliable, and highly scalable infrastructure. All you need is a supported web browser and an internet connection to engage with customers from anywhere.

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