Deliver personalized, efficient, and proactive experiences across your customers’ preferred channels.
With AI-powered self-service—including Amazon Q in Connect—you can provide natural, intuitive, multilingual experiences that increase efficiency and reduce costs. Amazon Connect also enables you to proactively reach customers at scale with relevant information, such as appointment reminders, through their preferred channels.
With our modular PoC offering, you can test Amazon Connect under real-world conditions—from target vision development to AI-driven process automation.
Perfect for organizations looking to future-proof their customer service.
Overview
1. Discovery Workshop: Define Target Vision & Use Case
- Analysis of existing service processes
- Definition of the target vision and KPIs
- Selection of a suitable pilot process (e.g., call reception, callback, routing)
- Identification of integration points (e.g., CRM, ERP, ticketing)
2. Basic Setup & Configuration of Amazon Connect
- Deployment of an Amazon Connect tenant
- User, role, and permission management
- Initial configuration of routing profiles, queues, and schedules
- Connection of basic data sources (e.g., CSV, API endpoints)
3. Implementation of 1–2 Real Service Workflows
- Modeling of specific workflows (e.g., call reception with skill-based routing)
- Configuration of IVR menus (language selection, issue selection)
- Handover to live agents or escalation paths
- Optional: Callback logic or call-back function
4. AI Integration: Voicebot or AI Agent
- Integration of an AI-powered chat or voicebot (e.g., using Amazon Lex)
- Alternatively: Agent assistance with generative AI (e.g., based on Amazon Bedrock)
- Training of bot dialogs based on sample data
5. Results Presentation & Actionable Recommendations
- Presentation of implementation results
- Discussion of success factors, lessons learned, and ROI potential
- Next steps for scaling and integration into your system landscape
Highlights
- Evaluate a modern, innovative contact center solution at a low cost
- Reusable deliverables and configurations
- Costs on Amazon Connect only arise when value is created
Details
Categories
Delivery method
Deployed on AWS
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Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
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