Amazon Connect Consulting Services

rockITdata was founded with a simple “think differently” purpose. We uncomplicate your cloud journey and create a seamless support experience for your agents and customers. Our core focus and superpowers are built around Amazon Connect and the customer support experience ecosystem. rockITdata solutions range from building simple chatbots to the migration and transformation of your existing contact center environment. We leverage Amazon Connect to create AI/ML driven self-help solutions that build customer loyalty and dramatically reduce costs.

We combine extensive telecom experience with our AWS expertise, enabling us to effectively provide a range of fundamental services around Amazon Connect. This includes discovery and requirements workshops, design, architecture, migration, implementation, and post implementation support. We help you understand the possibilities, while assessing your existing environment and aligning with your requirements. We also understand that all customers are different, and with our dedicated hands-on approach, we produce solutions that are secure and tailored specifically for you. All things may not be possible at once and we provide guidance on which direction to walk as you learn to fly.

rockITdata is able to fulfill any supplier diversity requirements, we are proud to be a certified HUBZone, 8a, Woman, Minority and Service-Disabled Veteran Owned Small Business.

We have enhanced the Amazon Connect solution to include functionality common to a contact center PBX solution replacement. Below are examples of what we are able to incorporate as a part of our offer:

• Omni-channel Knowledge base with Machine learning.
• Case analytics with integrated staffing management.
• Specific user persona routing.
• Phone, voice, chat, text, and social media channels.
• Case Management that seamlessly integrates with your CRM from a single user interface.
• Integrated website Chat and AI Chat bot to increase call deflection and provide skill-based routing and agent support.
• Full IVR support on phone service to automatically route based on skills or agent availability.
• Utilization of a single knowledge lake of articles and content for customers and agents to find answers.
• Multi language support across all channels.
• Complete data and analytics across all customer activities.

We make sure any solution is aligned to your situation and budget. In addition to these items, we will consider more non-functional requirements such as scalability, resilience, security, and cost optimization.

• Discovery and Requirements Workshops
  • Environment Assessment
  • Architecture and Design
  • Migration and Integration
• Implementation
• Post Implementation Support

• Call Center Modernization
• Call Center 311 – Disaster Response
• CRM and Data Integration
• Chatbots and Personas
• Cloud Migration Workloads
• Deep AI/ML Expertise
• Data Analytics
• Sentiment Analysis
• Transcription
• CRM Integration