Sold by: DevoteamÂ
Amazon Connect is a market leader in the CX space, offering a number of features and capabilities that are consumed on a consumption based pricing than the traditional licence model.
This QuickStart package is ideal to get you up and running with Amazon Connect and experiencing the features provided and to allow you to experience other features that can be turned on or off based on your requirement, whether you are looking to reduce your contact centre infrastructure costs, provide resilience to your operation, open another business or simply looking to improve your customer experience.
Benefit
- Fast time to implement.
- No licence model, consumption base.
- Scalability
- Resilience
- Improving customer experience
- Cost reduction
- Operational efficiency
Overview
Our Amazon Connect {QuickStart or Accelerate} offer provides an Amazon Connect, including:
- Up to 5 Phone Numbers
- Up to 100 agents
- Up to 5 call flows and 5 queues
- Up to 5 Routing Profiles
- Outbound Dialling
- DTMF call steering menus
- Call Recording
- Call Backs
- Agent Softphone or Agent Workspace
- Training of the out-of-box reports for Real-Time and Historical data
- Number porting where required
- Testing
- Training for train the trainer
Optional additional services - which can be deployed at the time of the QuickStart or turned on later. Some of these services may incur additional costs.
- Support Service (break/fix, how to questions etc)
- Amazon Lex bots
- Web Chat with agents
- CRM integration (e.g. Jira Service Management, ServiceNow, Salesforce, Zendesk, SugarCRM, KCustomer)
- Customer Profiles
- Multi-language support
- Contact Lens (Conversation Analytics)
- Step by Step Guides (Workflow Automation)
- Outbound Campaigns
- Optimization (WFM)
- Connect Tasks
- Connect Cases
- Voice Biometrics
- Wisdom - Knowledge Base integration
- SMS Outbound confirmations/notifications
- QuickSight Dashboards & Analytics
- PCI-DSS Compliant Payments
- Contact Centre Wallboards
- Social Channels (SMS, WhatsApp, Facebook etc)
- Text-based Virtual Assistant (bot) for Navigation or FAQs (up to 10 intents)
- Live chat with agents
How we do it Our collaborative, agile approach supports clients through the entire delivery to meet their business outcomes. We use our accelerators to implement an instance of Amazon Connect based on best practices, whilst we are working with the stakeholders to understand your requirements, then design and prototype your journeys to meet your expectations.
We also believe you should be empowered and will help you become self-sufficient in the management of your contact centre, knowing that we are there to support you on going, with queries, future projects etc.
Our Expertise & Services Devoteam is an AWS Premier partner with a number of delivery competencies including the Amazon Connect SDP with resources across 25 countries, as well as being a Atlassian, Salesforce Platinum partner and Elite ServiceNow partner. We pride ourselves in the personal touch working with organisations with the ability to scale.
We can assist with integration to CRMs and backend systems that are required in the customer journey. We can also help with using multiple channels for interactions as well as the use of virtual assistants (Chatbots) to meet the customer and your needs.
Our team can also assist with customer insight and analytic solutions to improve your customer and employee experience.
Highlights
- Comprehensive Amazon Connect Implementation: Our QuickStart and Accelerate offers include a robust set of features like up to 100 agents, 5 phone numbers, call flows, queues, routing profiles, outbound dialing, DTMF menus, call recording, and more. We also provide training for real-time and historical data reporting, number porting, testing, and a train-the-trainer approach.
- Flexible Additional Services and Support: Beyond the core offerings, we provide optional services such as break/fix support, Amazon Lex bots, web chat, CRM integration with platforms like Salesforce and ServiceNow, multi-language support, conversation analytics, workflow automation, and various customer engagement tools. These can be implemented initially or added later, with some incurring additional costs.
- Expertise and Agile Collaboration: As an AWS Premier partner with extensive competencies, Devoteam's approach is collaborative and agile, focused on understanding and meeting client requirements through best practices. Our expertise spans 25 countries, integrating CRMs and backend systems, multi-channel interactions, virtual assistants, and customer insight analytics, all tailored to enhance customer and employee experiences.
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For pricing information and to find out how we help hasten your move to the modern cloud, contact Devoteam: contact.acloud@devoteam.comÂ