Customer Experience Setup on Amazon Connect Customer by Digiclarity

Digiclarity designs, builds, and launches customer experience on Amazon Connect Customer, the AWS contact center service formerly known as Amazon Connect. We take you from requirements to go-live with an instance that is configured as code, tested before it reaches production, and handed over with the documentation your team needs to run it.

Design

• Review of your current contact center: call volumes, lines of business, channels, and the systems agents depend on
• Contact flow, queue, and routing design mapped to your hours, skills, and service levels

Build

• Instance configuration: queues, routing profiles, hours of operation, security profiles, and phone numbers
• Self-service with Amazon Lex bots, and evaluation of Agentic CX Designer (in preview) where it fits your use cases
• Agent workspace with screen pops, step-by-step guides, and CRM integration with Salesforce, Zoho, or your own systems
• Omnichannel routing across voice, chat, email, and SMS
• Contact Lens for conversational analytics and quality management
• Real-time and historical reporting, with contact data streamed to Amazon Redshift, Amazon QuickSight, or Snowflake

Deploy

• Infrastructure as code with Terraform and CI/CD pipelines for development, test, and production environments
• Multi-region and multi-line-of-business designs for scale and resiliency
• Migration from Avaya, Genesys, and other contact center platforms

Launch and after

• Testing, cutover planning, and hypercare through go-live
• Optional ongoing support: maintenance, feature enhancements, configuration changes, and operational health monitoring

Why Digiclarity

We migrated Hilton's 5,000+ global agents, speaking 13 languages across 6,500+ inbound lines, to Amazon Connect in under a year, delivering $430,000 in annual savings. Every deployment we build is automated, repeatable, and auditable, so the environment you test is the environment you launch.

Pricing

Pricing is based on your specific requirements. To get a custom quote, request a private offer. Each engagement is scoped against your contact center: the number of agents and lines of business, the channels in scope, the systems to integrate, and whether you are starting fresh or migrating from another platform.

Terms and agreements

Each engagement is governed by a statement of work agreed before delivery begins, together with the terms accompanying the private offer for that engagement.