Sold by: optimate.me
Optimate.me implements and integrates customer service platforms on Zendesk and Amazon Connect, including AI agents on Amazon Lex, contact centre migrations, and the CRM integrations that put everything on one screen. We instrument what we build, so you can measure AI deflection instead of guessing at it — and every project ends with knowledge transfer, so your team owns the outcome.
Overview
Design and delivery of customer service platforms across Zendesk and Amazon Connect, from first configuration through to go-live and handover.
Customer experience: service desk design, ticket and case models, routing and SLA management, self-service and help centre, and integration into the CRM and back-office systems your agents already depend on so they work from a single screen.
AI agents and automation: conversational AI on Amazon Lex and Zendesk AI, intent design, knowledge grounding, agent copilot, and the escalation paths that decide when a conversation goes to a person. We instrument these so you can see deflection and containment rather than assume them.
Contact centre: voice and digital channel design on Amazon Connect, contact flow architecture, call recording and transcription, and migration from legacy platforms with number porting and parallel-run cutover.
We also deliver Zendesk Employee Service for internal support teams, quality assurance programmes, and workforce management including forecasting and scheduling.
Every engagement includes knowledge transfer and documentation. The measure of a good implementation is that your team can run and change it without us.
Delivered by optimate.me, a customer experience and CRM consultancy operating across Australia, New Zealand and Singapore.
Highlights
- Zendesk and Amazon Connect delivered together, including CRM integration so agents work from one screen
- AI agents and copilot instrumented for measurable deflection, not assumed deflection
- Legacy contact centre migration with parallel-run cutover, plus documentation and handover
Details
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Deployed on AWS
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