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    Contact Center Transformation – Amazon Connect, AI and Omnichannel

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    Sold by: Arystech 
    Transform your customer experience with a modern Amazon Connect contact center. We help you redesign contact flows, implement AI chatbots, integrate voice/chat channels, and build real-time analytics for seamless omnichannel engagement. Delivered by AWS-certified Connect Service Delivery Partners, this offering covers ideation workshops, POC deploys, and continuous optimization enabling fast, data-driven CX excellence.

    Overview

    Align CX Strategy — Drive Transformation

    With changing customer expectations and digital-first demands, traditional contact centers struggle to keep pace, stuck on siloed channels, legacy IVRs, and manual reporting.

    Our Contact Center Transformation service brings your strategy to life with Amazon Connect and the AWS contact center stack:

    • Omnichannel experiences (voice, chat, SMS, WhatsApp, Email)
    • AI integration (Amazon Lex bots, Contact Lens analytics, sentiment detection)
    • Flexible workspaces (Remote/On-prem agent support, CRM + WFM integrations)
    • Data-first operations (real-time dashboards, KPI tracking, quality insights)
    What We Deliver

    ****1. Ideation & Assessment

    • CX vision workshops - define customer goals and transformation objectives
    • Current state evaluation: IVR, CRM, agent tools, QA, and reporting gaps

    ****2. POC Design & Pilot

    • Prioritize use cases (e.g., self-service, chatbot, call routing)
    • Design and deploy pilot using Connect, Lex, Lambda, and Contact Lens
    • Define success metrics and test with live interactions

    ****3. Implementation & Integration

    • Build end-to-end contact flows & IVR logic
    • Enable chat, SMS, and omnichannel channels
    • Integrate with CRM, WFM, knowledge bases, and workforce portals

    ****4. Analytics & AI

    • Deploy Contact Lens for real-time transcription, sentiment, and agent coaching
    • Set up dashboards in CloudWatch, QuickSight, or 3rd-party BI tools
    • Ongoing tuning using AI insights and conversational data

    ****5. Optimization & Continuous Improvement

    • Monthly iteration of flows, routing, bots, and reporting
    • Quarterly business reviews with roadmap and improvement plan
    • Support for enterprise readiness: scale, compliance, multilingual flows

    Highlights

    • Complete CX transformation with Amazon Connect, Lex, SMS, chat, Email, Whatsapp, Apple Business Messaging and analytics
    • AI-driven operations - real-time transcription, sentiment scoring, and quality management
    • Omnichannel readiness - unify voice, chat, SMS, and CRM for seamless experiences

    Details

    Sold by
    Arystech 
    Categories
    Customer Experience Personalization 
    Contact Center 
    Implementation 
    Delivery method
    Deployed on AWS

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