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Amazon Connect

IT Ignite > Services  > AWS Services > Amazon Connect
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Amazon Connect is a self-service, cloud-based contact center service that makes it easy for businesses to deliver superior customer service at a lesser cost. It is based on the same contact center technology that Amazon customer service associates use across the globe to power millions of user conversations.

The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics, as no specialized skills are needed.

At I.T. Ignite, we’ve partnered with AWS to help businesses take full advantage of all that Amazon Connect has to offer and fast-track their journey to the cloud contact center.

By embracing Amazon Connect, we can help you provide a seamless experience across voice and chat for your customers and agents. You can leverage one set of tools for skills-based routing, task management, robust real-time and past analytics, and intuitive management tools.

How Your Company Can Benefit From Amazon Connect

Cost-efficiency

Amazon Connect costs less than legacy contact center systems. You don’t have to make any upfront payments or long-term commitments. Plus, there’s no infrastructure to manage. This means you can pay by the minute for Amazon Connect usage along with any associated telephony services.

Ease of Use

Amazon Connect is easy to set up and use. With just a few clicks, you can configure a contact center and agents can start communicating with consumers straightaway.

Scalability

Amazon Connect offers the flexibility to scale your contact center up or down to any size. You can onboard as many agents as you want in response to normal business cycles or unexpected events.

Portability

As part of the Amazon cloud, you can support your users by accessing Amazon Connect from any location on a secure, reliable, and highly scalable infrastructure. All you need is a supported web browser and an internet connection to engage with customers from any part of the world.

Our Amazon Connect Services

We have an exceptional blend of expertise in customer support, AWS, and adoption management. We can help you:

    • Get the most out of Amazon Connect and AWS to build customer support solutions
    • Leverage AWS services to create solutions and integrate with third-party products
    • Seamlessly migrate users and customers to Amazon Connect

 

Whether you’re exploring Amazon Connect for the first time, looking to migrate your existing contact center, or hoping to take customer support to the next level with any other AWS service, we can assist you by:

    • Offering a comprehensive appraisal of current and future needs, business drivers, KPIs, call flows, reports, and detailed analysis to determine if Amazon Connect can meet your requirements.
    • Providing a Proof of Concept that involves creating a non-production instance of Amazon Connect to demonstrate how your company’s use-cases are supported.
    • Designing a detailed plan, including migration management and go-live support, to move from your company’s legacy system to Amazon Connect.
    • Helping with adoption management, creating a structured engagement plan to ensure you seamlessly move to Amazon Connect.
    • Delivering managed services to improve the reliability and performance of your contact center solution.

At I.T. Ignite, we have deep expertise in contact center implementation and Amazon Connect consulting services. Our experts can guide the adoption of appropriate solutions from strategic planning through implementation.

At I.T. Ignite, we help organizations implement, maintain, and maximize AWS solutions via managed services, consulting, and ongoing support. Contact us to learn more.