AWS Connect Cloud Contact Center Implementation

Overview

R Systems' AWS Connect QuickStart for Enterprises speeds up AWS Connect setup for businesses of all sizes. In order to provide a complete, scalable, and secure contact center solution, our solution makes use of Amazon Connect in addition to other AWS services. Our proficiency with cloud-based contact center solutions guarantees a smooth transfer from legacy systems to a modern, cloud-native environment.

Proven Amazon Connect Expertise

• R Systems is an AWS Advanced Consulting Partner with vast expertise in establishing Amazon Connect.
• We have successfully executed many Amazon Connect projects, integrating with different CRM systems including Salesforce, ServiceNow, and other legacy systems.
• With extensive experience working with a diverse clientele from various sectors, our staff have a profound knowledge of Amazon Connect.

Enterprise Contact Center Experience

• Our executive team is made up of seasoned experts with a wealth of contact center operations expertise, including positions as CIOs and CTOs at Fortune 500 organizations, top BPOs, and SaaS providers.
• We have successfully implemented contact center solutions for our clients, guaranteeing dependability and excellent performance.

Comprehensive Connect Solutions

• Our solutions solve security issues so you can concentrate on accomplishing your business goals.
• We offer a special blend of services, support, and software to deliver an exceptional experience.
• To improve and expand upon AWS Connect, our in-house software development team has created a suite of SaaS applications.

Key Features

• Secure Payment Processing: Implement Amazon Macie with AWS Key Management Service (KMS) to encrypt and safeguard private payment information while adhering to GDPR and other laws..
• Intelligent Routing: Create dynamic routing rules with AWS Lambda and Amazon Connect's Contact Flow Designer to make sure clients are sent to the appropriate agents or departments.
• Actionable Insights: Utilize Amazon QuickSight, Amazon Comprehend, and Amazon Transcribe to generate interactive dashboards and get actionable information from customer interactions.
• Regulatory Compliance: Call recordings may be safely stored via encrypted Amazon S3 storage, and sensitive data can be monitored and categorized using Amazon Macie to ensure regulatory compliance.
• Scalable Contact Center: In the event of an emergency or outage, use AWS CloudFormation, AWS Auto Scaling, and AWS Elastic Load Balancing to establish a scalable contact center.
• AI-Powered Escalations: By integrating Amazon Lex and Amazon Comprehend, dynamically escalate calls based on predetermined criteria while analyzing sentiment and context in real-time.
• Advanced IVR: Using Amazon Lex and Amazon Kendra, develop a sophisticated IVR system that integrates a knowledge base to automate intricate client inquiries.