AWS Partner Network (APN) Blog

Optimize Your Contact Center Experience with Amazon Connect Ready Partners

By Theresa Garner, Sr. Partner Dev Specialist – AWS
By Chris Butler, Sr. Launch Product Manager, AWS Competency – AWS
By Clarence Choi, Connect Partner SA – AWS

With the contact center and customer experience industry evolving rapidly, more businesses are seeing the benefits of investing in innovative solutions, like Amazon Connect, to streamline their systems. These include increasing operational efficiency of customer contact centers by focusing on omnichannel customer experiences, agent empowerment and productivity solutions, analytics, insights and optimizations, and providing self-serve configuration and management tools that support business agility and innovation.

To help customers optimize the contact center experience, we’re excited to announce the Amazon Connect Ready specialization. Amazon Connect Ready Partner solutions support seamless customer engagement across multiple channels; improve employee productivity through enhanced data collection; and provide analytics, insights, and optimization dashboards, as well as self-service configuration and management tools for business agility and innovation.

Whether it’s investments in CRM, advanced workforce engagement, or compliance solutions, customers trust Amazon Connect Service Ready Partners to provide software solutions that are validated by Amazon Web Services (AWS).

Amazon Connect Ready products are vetted by AWS Partner Solutions Architects for their sound architecture, adherence to AWS best practices, and proven customer success.

Launch Partner Showcase

The AWS Service Ready Program is designed to validate software products built by AWS Partners that work with specific AWS services.

We invite you to explore the Amazon Connect Ready Partner offerings recommended by AWS:

Aceyus is a contact center intelligence software that combines your Amazon Connect data with other omnichannel and third-party data sources, providing a complete 360-view of your customer journeys.

Acqueon Technologies, Inc.
Contact Center (CC) Voice platform is used to deploy preview and progressive outbound campaigns on Amazon Connect with the ability to deliver real-time lead filtering, segmentation, prioritization, and scheduling. This helps to significantly improve Right Party Connect (RPC) and agent efficiency.

The Calabrio ONE workforce performance suite maximizes its core of workforce optimization (WFO) with enterprise-grade agent engagement and AI-fueled analytics tools to empower contact center and agents as brand guardians. The fully integrated, true-cloud solutions include quality management, workforce management, analytics, performance coaching, and data management.

Centrical orchestrates an AI-powered gamified experience unifying real-time performance management driven by Amazon Connect and Amazon Connect’s Contact Lens metrics, as well as continuous feedback, microlearning, interactive coaching and managerial tools.

ConnectPath, powered by CloudHesive provides an Amazon Connect-enabled agent and supervisor desktop experience, including omnichannel support for SMS, e-mail, webhook, and agent-to-agent based channels.

Cognizant is an AWS Premier Tier Services Partner with expertise in contact enter cloud/AI & ML modernization using Amazon Connect and AWS Contact Center Intelligence (CCI) solutions. Cognizant Intelligent Interactions (CII) is the industry CX suite custom built for banking and financial services industry. It consists of 25+ solutions, frameworks, reusable assets and CRM connectors and helps clients accelerate time to value for Amazon Connect migration and rapidly innovate with AI and ML technologies like generative and conversational AI, speech and text analytics, and Agent Assist AI. CII empowers banks and financial institutions to reduce costs by up to 60% and cuts short implementation cycle by 50%. Learn more here.

Joulica provides Contact Center leaders with the key insights required to deliver enhanced customer experiences and improve internal efficiencies. We break down data siloes, analyze the full customer journey, and integrate with the complete Amazon Connect solution. Realtime and Historical KPIs cover everything from Agent and Queue metrics to Amazon Lex, Contact Lens and Cases Analytics. As organizations migrate onto Amazon Connect, Joulica provides the core data and reports needed to ensure a successful migration.

Local Measure
Local Measure Engage for Amazon Connect is an omnichannel agent desktop for contact centers to manage inbound customer calls and direct messages across WhatsApp, Facebook Messenger, Twitter, email, web chat, and SMS via a single inbox.

Agent Assist utilizes DTMF (Dual Tone Multi Frequency) masking technology for customers to provide companies with a secure way of handling payments by phone without bringing their environments in scope of PCI.

Qualtrics XM Discover allows you to understand what your customers are saying about your company. Discover greater insights into your customer’s top complaints, sentiment, effort, and emotion. Qualtrics XM Discover consolidates Amazon Connect interactions with social media and other online reviews to create an unique customer experience journey map to empower your agents and supervisors.

SequenceShift’s Payline for Amazon Connect solution enables businesses to collect and process credit card information over the phone in a secure and PCI-DSS compliant manner while maintaining voice communication with the customer.

When you’re deploying on Amazon Connect, SuccessKPI’s pre-packaged pure SaaS, serverless application unleashes the real-time analytics and actions required to transform your customer experience and deliver radically improved business outcomes.

Contact Suite consists of native-built solutions that extend the power of Amazon Connect beyond inbound voice. Applications include a workflow-driven agent desktop console, manual and high volume outbound campaign management, plus web chat, tasks, and email, allowing customers to choose the communication channel of their choice.

An integrated solution from Zendesk and Amazon Connect combines advanced contact center capabilities with a sophisticated ticketing system, empowering teams with powerful tools for routing, tracking, prioritizing and solving customer service interactions. Contact centers have a centralized platform for all customer communication to boost agent productivity, maintain full visibility into support operations, and enable seamless customer communication across channels.

Customers: Learn about Amazon Connect Ready Partners

Amazon Connect Ready Partners make it easy for customers to build and enhance their contact center experiences through the cloud to ensure an optimized customer experience and mitigate unnecessary capital expenditures.

We invite you to learn more about Amazon Connect Ready Partners.

Partners: Looking To Validate Your Amazon Connect Ready Offering?

AWS Partners with Amazon Connect offerings can learn more about becoming an AWS Service Ready Partner.

To validate your Amazon Connect software through the AWS Service Ready Program, you must be a validated or differentiated member of the Software Path prior to applying. Amazon Connect Ready Partners receive incremental benefits in addition to Service Ready Program benefits.

For program requirements, please review the Program Guide and access the application in AWS Partner Central (login required).