Contact Center and Customer Experience Solutions

OneData Software’s AWS Contact Center & Customer Experience Solutions offering enables organizations to modernize their customer service operations using Amazon Connect, AWS’s cloud-native contact center platform. Designed for scalability, personalization, and automation, OneData’s solution integrates AI-powered self-service, intelligent routing, and real-time analytics to deliver seamless customer experiences across channels.

🔧 Core Capabilities

Omnichannel Contact Center Deployment • Configure voice, chat, email, and SMS support using Amazon Connect • Enable seamless transitions between channels with unified customer context • Support multilingual interactions and proactive outreach (e.g., appointment reminders)

Generative AI & Virtual Agents • Deploy intelligent agents using Amazon Q in Connect for real-time assistance • Automate self-service flows with Amazon Lex bots and IVR systems • Generate post-contact summaries and recommended actions for agents

Intelligent Routing & Personalization • Route contacts based on customer history, sentiment, and agent skill sets • Integrate with CRMs like Salesforce or Zendesk for contextual engagement • Use Contact Flow Designer to build dynamic, no-code workflows

Real-Time Analytics & Optimization • Monitor agent performance and customer sentiment with Contact Lens • Visualize KPIs and trends using Amazon QuickSight dashboards • Enable continuous improvement through AI-powered coaching and feedback loops

Security, Compliance & Governance • Enforce** IAM-based access control, TLS encryption**, and audit logging • Align with HIPAA, PCI DSS, and GDPR for regulated industries • Monitor and protect sensitive interactions using AWS-native security tools

Scalability & Cost Efficiency • Scale contact center resources on-demand with pay-as-you-go pricing • Reduce infrastructure overhead with serverless deployment • Optimize agent utilization and reduce call volumes through automation

Managed Services & Enablement • End-to-end implementation and configuration of Amazon Connect • Custom training for agents, supervisors, and administrators • Ongoing support, monitoring, and performance tuning