D3Clarity Amazon Connect Agent Assist Amazon Q in Connect Implementation

This Startup and SMB-friendly professional services engagement deploys Amazon Connect Agent Assist (Amazon Q in Connect) on your Amazon Connect instance so your team gets real-time prompts, knowledge lookups, and compliance guardrails during live conversations.

D3Clarity combines proven contact-center patterns with pragmatic agentic AI content strategy and prompt engineering to deliver fast time-to-value and measurable KPI lift. In published cases, organizations adopting Amazon Connect reported:

• 15% AHT reduction and up to 2× more contacts/hour if the solution includes voice and omnichannel chat
• 29% higher agent productivity after modernization

• Agent Assist Enablement: Configure Amazon Q in Connect to provide real-time prompts, recommendations, and call summaries; integrate with your CRM and knowledge base; and align outputs with your specific Startup or SMB workflows.
• Knowledge Integration & Tuning: Connect Amazon Q in Connect to relevant FAQs, internal documents, and external knowledge systems; optimize prompts for clarity, compliance, and speed of access.
• Automation & Enhancements: Extend existing Amazon Connect flows with automation and AI support—such as contextual responses, knowledge lookups, or AWS Lambda functions for task orchestration.
• Reporting & Insights: Enable dashboards to track the impact of Q in Connect on Service Level/Response Time, Call Abandonment Rate, and agent Utilization/Occupancy, aligned with your current reporting framework.
• Pilot, UAT & Training: Deploy Q in Connect features to a pilot group, collect feedback, refine prompts, and provide targeted training for agents and supervisors.
• Value Realization Plan: Define post-implementation steps to ensure ongoing KPI improvement (AHT, FCR, CSAT, Cost per Contact) and roadmap next-phase enhancements.

• Trusted Partner: D3Clarity is a recognized AWS Advanced Tier Consulting Partner with the Amazon Connect Delivery, Well Architected Partner Program, Migration and Modernization Services Competency specializations.
• Contact-center + AI expertise: Deep experience implementing Amazon Connect and real-time Amazon Q in Connect agent-assist for measurable KPI impact (SMB budgets, enterprise rigor).
• Architecture-first, outcome-driven: We design for security, scale, and cost—then prove value with KPI dashboards and quick wins.
• Industry-aware accelerators: Prebuilt flows, prompts, and policies speed time-to-value for Startup and SMB use cases (service, sales, and field support).

D3Clarity helps you maximize your results with AWS Partner Funding programs. If you are eligible, these programs can reduce or eliminate costs:

• Proof-of-Concept (POC): Funding of pilots for small-scale or initial deployments
• Migration Acceleration Program (MAP): Funding and deep AWS service discounts for medium to large scale migrations
• Well-Architected Partner Program Funding: Funding for new AWS infrastructure in existing accounts Talk to our team for more information about these programs.

• Faster resolutions: Real-time guidance and knowledge boosts First Call Resolution (FCR) and reduces escalations—often producing 10–20% FCR gains when paired with Connect best practices.
• Lower handling costs: Streamlined workflows and deflection reduce Average Handle Time (AHT) and Cost per Contact—with 15–25% AHT and 20–30% cost-per-contact improvement ranges achievable in Connect programs.
• Happier customers & agents: Customer Satisfaction Score (CSAT) rises as agents get timely answers and supervisors get live sentiment—+10–15 CSAT points is achievable when implemented well.

AWS Services Disclosure:

This implementation may include the use of Amazon Connect, Amazon Q in Connect, Amazon Lex, AWS Lambda, AWS Step Functions, Amazon Kinesis, Amazon S3, Amazon CloudWatch, AWS Identity and Access Management (IAM), and AWS Secrets Manager among other AWS products.

Note on KPIs: Improvement ranges are directional; actual results vary by baseline, interaction mix, and remediation depth.