Route 101 Experience Platform (REX)

*Deliver differentiated experiences to your customers as easy as 123… *

Combining Amazon Connect’s highly scalable, pay-as-you-go, advanced contact centre capabilities with marketing leading CRMs, Workforce Engagement, Data and Payment solutions. REX offers push-button deployment of a pre-configured instance – meaning you’re free to focus on what matters: your customers.

Offering a fully managed service (build, hosting and support) and a complete pre-configured instance of Amazon Connect, REX can be deployed in as little as 30 minutes. Removing the need for dedicated developer resource, your team can get up and running with Amazon Connect and seamlessly integrated with your CRM or native Amazon Connect Agent Workspace.

Unlock the full potential of Amazon Connect within your CRM to create, deliver, and tailor seamless experiences through both voice and digital channels. Transform your customer service with an AI-powered cloud-based contact centre solution that combines your business data with Amazon Connect’s advanced omni-channel capabilities

Powered by Amazon Web Services, Amazon Connect puts AI at the heart of every interaction:

Customers: Deliver personalised, self-service journeys: with AI-powered self-service, including Amazon Q in Connect, you can deliver natural, intuitive, multilingual experiences that improve efficiency and lower costs

Agents: Increase agent productivity with generative AI: Amazon Q in Connect, a generative AI-powered assistant, agents receive real-time responses and recommended actions, including step-by-step guides, personalized to the end-customers’ needs.

Supervisors: Measure, track, and improve performance: with AI-powered analytics and optimization capabilities. View real-time insights and trends from customer interactions, automatically evaluate agent performance, and provide tailored agent coaching to continuously improve customer satisfaction.

Supported Channels Transform your business and customer experience across 1 or all the below channels.

• Global Telephony
• Web Calling
• Video
• Chat
• Apple Business Messaging
• WhatsApp
• SMS
• Tasks
• Email
• Outbound Campaigns (Dialler) - Voice - Email - SMS

Supported Integrations REX provides out of the box support for the below integrations.

• CRMs - Zendesk - Salesforce - Amazon Connect Cases

Custom CRMs are supported. With integrations delivered by our professional services team

AI Powered Voice Self Service

• Poly.ai
• Amazon LEX

Payments

• Voice payments (Agent Assisted)
• Digital payments

Workforce Engagement Management

• Calabrio
• Amazon Connect Forecasting, Capacity Planning, and Scheduling

Data

• Amazon Connect Data Lake
• Ingest data into your inhouse datalake

Pricing Benefit from consumption based pricing as all AWS services are hosted in a dedicated Route101 AWS Account for your instance and consumption is charged at public AWS rates.