Omnichannel Enablement for Amazon Connect

Meet your customers where they are, and deliver consistent support every time.

zeb helps organizations unlock the full power of Amazon Connect by enabling omnichannel capabilities across chat, SMS, and email. We tailor these digital touchpoints to your support workflows, ensuring agents have a 360-degree view of conversations no matter where they start or end.

As an AWS Premier Tier Services Partner with deep experience in customer engagement, we ensure that every channel works together, not in silos.

What’s Included

• Channel Discovery and Use Case Planning
  Identify which channels your customers prefer and how they align to your business goals. Define SLAs, handoff logic, and escalation paths across each medium.

• Chat, SMS, WhatsApp, and Email Channel Activation
  Configure Amazon Connect's native capabilities for digital messaging, including integrations with Amazon Pinpoint, Lambda, and custom APIs.

• Unified Agent Workspace Setup
  Equip agents with a single pane of glass to manage voice, chat, tasks, and cases simultaneously, with Amazon Q powering real-time guidance.

• Routing and Contact Flow Configuration
  Build intelligent workflows that route digital contacts to the right agents, queues, or bots based on intent, language, or priority.

• Analytics, Logging, and Compliance
  Implement monitoring, reporting, and message retention policies that align with your regulatory and business requirements.

• Training and Adoption Support
  Deliver customized training and reference materials so your teams are ready to engage across all channels confidently.

Why zeb?

• Proven experience across industries with multi-channel support models
• Experts in unifying customer data and agent workflows
• Focused on increasing resolution speed and customer satisfaction

Deliver a seamless, channel-agnostic support experience that keeps customers engaged and agents empowered.