Amazon Connect Delivery Partners are APN Consulting Partners who help companies build cloud contact centers with Amazon Connect. By leveraging Amazon Connect, these APN Partners can help you to improve customer experience and outcomes at a lower cost.
The AWS Service Delivery Program enables AWS customers to identify APN Consulting Partners with experience and a deep understanding of specific AWS services. These APN Partners follow best practices for AWS services and have proven success delivering AWS services to customers. You administer your own system and have the freedom to work with any of our below partners to innovate your customer experience.
AWS Partner Network (APN) Partners validated through the AWS Service Delivery Program have developed the offerings listed below to help you adopt and implement our services at scale. These APN Partner offerings have demonstrated technical proficiency and proven customer success.
The Accenture AWS Business Group (AABG) combines the resources, technical expertise, and industry knowledge of Accenture and AWS and brings it to the Contact Center, leveraging the powerful Amazon Connect platform. Accenture's 4,000+ AWS-trained technologists across Accenture and AWS's global footprints of 150+ countries are architecting and deploying AWS and Amazon Connect solutions across a diverse set of clients and industries, taking advantage of the Amazon Connect and AWS ecosystem capabilities to unlock significant customer experience as well as financial and operational benefits. Accenture's Contact Center practice brings a deep understanding of the challenges and critical success factors for migrating to cloud and transforming Contact Center operations.
With 12+ years of industry experience in transforming contact centers, Cognizant has been cited as a leader in Customer Experience (CX) by Gartner. With 4,000+ CX consultants who assist 300+ clients across the CRM landscape, Cognizant combines CX/UX strategy, design thinking, and experience design to forge solutions in conversational AI, cognitive intelligence, virtual reality, augmented reality, and IoT. As an Amazon Connect Go-to Consulting Partner, Cognizant has 2400+ certified AWS professionals and 175+ clients who have leveraged 40 transformational blueprints to transition to AWS.
Deloitte is pleased to have been named an Amazon Web Services launch Partner for Amazon Connect, enhancing its contact center capabilities. From strategy through implementation, Deloitte assists clients in implementing Amazon Connect, frequently at a lower cost than traditional solutions. Deloitte’s services help: define business case and strategy to improve B2B and B2C customer experience, define and prioritize features, transform capabilities, enable self-service utilizing Amazon Connect, and leverage the AWS ecosystem, to deliver holistic solutions.
TATA Consultancy Services (TCS) leverages the Amazon Connect platform and incorporates a custom-built application to achieve a robust and future-proof contact center. It enables customers to leverage a feature-rich contact center that integrates with the existing database and web services applications and can incorporate AI-powered conversational IVR. TCS custom-built applications, such as Wallboard, Reporting, and Agent Desktop, empower companies to achieve a perfect blend of components that meets their demands. TCS has a global presence and provides the Contact Center services in all regions Amazon Connect service available in.
VoiceFoundry (VF) is a bespoke integration firm focused solely on the contact center and Amazon Connect. Boasting one of the longest tenured relationships with the Amazon Connect platform, VF supports clients from offices in North America, Australia, New Zealand, Singapore and Western Europe. Practice areas include migration services from legacy premise or cloud based platforms, Amazon Lex and Amazon Polly development for automated customer experiences, and a broad suite of AWS migration services for S3, AWS Lambda, Amazon Kinesis, Amazon Transcribe, Amazon Comprehend, and Machine Learning. VF offers end-to-end managed and support services, custom software add-ins such as proprietary connectors to Salesforce and ServiceNow, and custom agent desktop interfaces.
North America Partners
Aria Solutions is one of the first APN Partners to deploy Amazon Connect services and integrate Amazon's cloud-based contact center with other systems. Aria focuses on delivering sophisticated, fully-integrated contact center capabilities typically for mid-size and large contact centers.
CloudHesive provides migration services from other cloud contact center solutions and/or legacy on premise PBX/ACD platforms to Amazon Connect. CloudHesive focuses on automating customer engagements by leveraging next generation Amazon services such as Amazon Lex, Amazon Polly, Amazon Transcribe, Amazon Comprehend and Amazon Kinesis as well as custom Amazon Connect solutions for conversational IVR solutions, customer satisfaction surveys, wall board implementations, custom desktop integrations, data integration to customers data warehouses, and other core business solutions.
DFX5 is an experienced cloud-based contact center builder with CRM Integrations Specialists and Conversational Bots Crafters. By using cloud-based technologies, your contact center can be deployed in a fraction of the time that it normally takes to build. Customers can be electronically greeted by a human-sounding voice and have their call routed to the right agent. Some calls can also be handled by a conversational bot and AI.
As an APN Advanced Consulting Partner, Lightstream has consulted, designed, and delivered AWS cloud solutions since 2012. With expertise in delivering AWS infrastructure combined with the benefits of Amazon Connect, Lightstream helps you take advantage of machine learning, artificial intelligence (AI), personalized interactions, and self-service in your contact center. Lightstream offers introductions and technical training for Amazon Connect, AWS infrastructure services, 3rd party (ISV) Partners, and review of pricing models.
Symbee is an APN Consulting Partner and Marketplace SaaS Provider specializing in Amazon Connect with Customer Engagement solutions. Consulting and Managed Services offerings include Strategic CX Consulting, Designing, Implementing and Supporting CX Customers. Symbee has deep experience in migrating premise-based solutions to new Amazon Connect Cloud Solutions in the AVAYA and CISCO technology arenas.
Symbee’s core focus around the Customer and Agent Experience, Analytics, Integration and Cloud migration has been developed by deploying Omni-Channel Engagements across multiple market verticals over the past 20 years.
USAN is a certified AWS Consulting Partner offering design, integration, and implementation services for effective self-service and conversational experiences. Service offerings include USAN Jumpstart for Amazon Connect, an affordable two-week engagement that delivers a production Proof of Concept, immediately demonstrating the value of an Amazon Connect deployment. USAN also provides out-of-the-box solutions for Amazon Connect as a seller in AWS Marketplace, such as Visual IVR and USAN Engage, an omnichannel orchestration platform. With over 25 years of hosted contact center experience, USAN has a proven methodology for deploying successful and impactful Amazon Connect solutions.
Alscient provides full Amazon Connect services offering from initial consulting, design, implementation, and support, to fully managed services.
Alscient delivers cloud based technology solutions to solve business problems. They provide high value services in areas such as CRM, collaboration, integration, infrastructure, data warehouses, analytics, and big data.
Connect Managed Services is proud to be one of the most skilled and experienced Partners for the Amazon Connect service in the UK. Since the launch of the service in the UK, Connect has engaged at a strategic level with the Amazon Connect team. Connect is in a unique position to build services and integrations within Amazon Connect to facilitate co-existence within hybrid contact center technology environments. Connect is Amazon Connect’s go-to Partner for programs which require complex integration.
ECS helps enterprises create the digital environment needed for a fast, sustainable, and secure transformation utilizing Amazon Connect as a core technology platform. As one of the first UK consulting partners to recognize the power of Amazon Connect, ECS helps enterprises globally engage with their customers in a personal, dynamic, and natural way across contact centers and through multiple communication channels.
ECS has built a deep knowledge base in the product and in the challenges of large scale enterprise implementation. They enable organizations to gain a deeper customer understanding by leveraging built-in AWS AI and ML services that automate natural conversations and real-time data for improved customer experiences.
Asia Pacific and Japan Partners
NTT Communications is an APN Advanced Consulting Partner with extensive contact center experience in Japan. NTT Communications provides consultancy, architecture, security, and cloud services to optimize the information and communications technology (ICT) environments of enterprises. Leveraging over two decades of domain expertise and knowledge of legacy contact center technologies, NTT Communications facilitates faster and efficient migrations to Amazon Connect and related AWS components. NTT Communications can also integrate Amazon Connect to COTOHA, a Japanese Semantic Analysis and Context Understanding AI Engine.
APN Technology Partners provide software solutions that are integrated with Amazon Connect to create Customer Experience solutions. APN Technology Partners include Independent Software Vendors (ISVs), SaaS, PaaS, Developer Tools, Management and Security Vendors.
Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of their customers. Every interaction yields insights that expand customer consciousness, which is how leading companies now drive growth and long-term corporate prosperity. Calabrio Analytics can be purchased with Calabrio Quality Management or the Calabrio ONE bundle.
CallMiner is a proud provider of speech analytics solutions for improving agent performance. With 14 years of industry leadership and over 2 billion hours of conversations mined, CallMiner is able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions. CallMiner Eureka is a cloud-based customer engagement analytics platform that uses artificial intelligence (AI) to transform your Amazon Connect voice interactions into structured data, and analyzes the data to uncover powerful business insights about your customers and contact center performance.
Founded in 2007, DialogTech provides actionable marketing analytics for businesses that value inbound phone calls. Consistently recognized as the leader and pioneer in call analytics and optimization, DialogTech is the trusted voice management platform for Fortune 500 brands, agencies, and fast-growing companies. DialogTech is a cloud-based voice management platform that integrates with Amazon Connect and helps organizations gather data on every call, in order to learn what elements lead to more successful calls. DialogTech enables your marketing team and sales agents to personalize each customer's journey with your brand and fine-tune the sales funnel for future customers.
NLX is a cutting edge, conversational AI technology company offering a wide range of capabilities, powered by natural language processing.
NLX's product suite includes Voice Insights, a SaaS solution providing plug-and-play insights and analytics for Amazon Connect. Voice Insights monitors contact center metrics, provides a fully searchable repository of calls, and transcribes and analyzes call recordings to help organizations achieve operational efficiency. You can subscribe to Voice Insights through AWS Marketplace.
Operata is a performance monitoring and experience management platform built for Amazon Connect.
Operata continuously monitors the performance of every call and interaction both inside and outside of Amazon Connect for every customer and agent. Operata uses machine learning to provide correlated quality insights and learning service quality norms to better predict issues, automate actions, and provide the details needed to resolve issues quickly. Operata accelerates contact center transformation, assures quality migration, and provides key measures for ongoing business optimization of service performance. Available globally as a scalable and simple-to-deploy SaaS solution, Operata serves a broad range of customers, including leading insurers, telcos, banks, and MSPs.
SuccessKPIs is a pure SaaS analytics platform for the Amazon Connect Contact Center. SuccessKPIs not only performs IVR, ACD, speech/text analytics, and quality monitoring, but also blends the data seamlessly with external sources like Salesforce and Marketo to get a 360 degree view of the contact center. Fully built and deployed in AWS, SuccessKPIs' multi-tenant platform combines design and cloud engineering to allow customers to drive business outcomes through actionable analytics.
VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. VoiceBase's flexible APIs allow developers and enterprises to build scalable solutions by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. The VoiceBase integration makes it easy for Amazon Connect users to surface and analyze voice data from their contact center that can drive better customer service, improve agent training, optimize sales, monitor for compliance, and scrub sensitive data from Amazon Simple Storage Service (Amazon S3) buckets.
Customer Engagement Management/Digital Channels
Bitext is a leading Natural Language Processing (NLP) company specialized in developing multilingual text analysis and NLP middleware to power larger applications. Bitext offers industry-specific chat bots for Amazon Lex and Amazon Connect. Additionally, Bitext offers a collection of preloaded Intends and Utterances as well as services for continued improvement of Amazon Lex bot performance. Bitext increases deflection of interactions for voice and chat and reduces time to value.
ChoiceView from Radish Systems is a patented technology that adds a visual dimension to Amazon Connect. With ChoiceView, calls with live or virtual agents become voice-and-visual calls instead of voice-only calls. ChoiceView for Amazon Connect provides a very simple way to add multimedia capabilities to the voice-only Amazon Connect platform for IVRs, phonebots, chatbots, and live agents by just including the ChoiceView Lambda function in the contact flow. It makes use of the AI, natural language processing, and Alexa capabilities inherent in Amazon Connect while also adding visual menus, visual interactive forms, and visual responses.
Clinc creates unparalleled conversational experiences for the world's leading digital brands. Clinc's 'human in the room' AI understands messy and unscripted language, allowing for corrections, backtracking, and complex conversational flows. The Clinc integration makes it easy for Amazon Connect users to deliver the same human in the room conversational experience at enterprise scale within IVR and digital channels.
Dextr is a simple yet powerful dashboard for Amazon Connect. The Dextr dashboard allows you to quickly deploy Amazon Connect by adding dozens of features to Amazon Connect to save significant time and cost on deployment and ongoing management. Let Dextr Cloud deploy an Amazon Connect solution for you.
eGain customer engagement solutions power digital transformation for leading brands. eGain's top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. eGain Solve is a customer engagement and knowledge management platform that helps resolve customer queries through social, mobile, web, and contact center channels.
Local Measure Engage for Amazon Connect is an omnichannel agent desktop purpose-built for Amazon Connect. Leveraging Amazon Connect skills-based routing and analytics, it enables contact centers to manage inbound customer calls and messages across WhatsApp, Facebook Messenger, Twitter, web chat, email, and SMS via a single messaging inbox to simplify operations and increase agent productivity.
NLX is a cutting edge, conversational AI technology company offering a wide range of capabilities, powered by natural language processing.
Their core product, NLX Studio, is a SaaS platform with which you can centrally design, build, and manage all aspects of your conversational AI applications, including conversation logic, training, authentication, analytics, and deployment across any channel. NLX Studio supports seamless integrations with Amazon Alexa, Amazon Connect, and Amazon Lex. You can subscribe to NLX Studio today through AWS Marketplace.
Recursive Labs is the leader in digital customer engagement. With the patented visual engagement platform, business can interface live with customers on any device including native mobile Apps. Recursive Labs' enterprise grade platform increases effectiveness from the consumer all the way to compliance. To create the full integration with Amazon Connect, Recursive Labs built the API first with open APIs.
SmartAgent develops products and services that increase the efficiency and reduce the operating cost of contact centers, while improving customer satisfaction and agent happiness. Modern communication is now omnichannel and contact volumes, consumer expectations, and operating costs have scaled beyond recognition. SmartAgent gives you the right tools to stay ahead of the game and remain in control.
Symbee Connect is a global SaaS and managed service provider that provides omnichannel, enterprise contact center features, machine learning (AI), DevOps, and security without the need for building complex applications on Amazon Connect. Symbee Connect offers strategic enhancements to Amazon Connect through omnichannel, delivering voice, dialer, email, webchat, SMS, and social channels, providing a seamless channel experience. Enterprise features such as analytics, supervisor, work codes, chat features (e.g., auto-text) and CRM integrations (e.g., Zendesk, Salesforce, ServiceNow, Oracle NetSuite, and SAP) are focused on delivering a transformational customer engagement.
UiPath is a global software company that develops a platform for robotic process automation. UiPath is helping to lead the "automation first" era — championing a robot for every person and enabling robots to learn new skills through artificial intelligence (AI) and machine learning (ML).
With UiPath’s Robotic Process Automation (RPA) platform, Amazon Connect can be connected to any system via RPA, drastically expanding IVR fulfillment capabilities to gather information and perform actions across a plethora of systems from on-prem mainframes to cloud-based web services.
As an APN Technology Partner, USAN has built a set of pre-packaged solutions that extend the power of Amazon Connect. These solutions require no integration effort and can be seamlessly implemented to work in tandem with Amazon Connect services. USAN Contact Suite includes:
- Agent Desktop for Amazon Connect - an easy-to-implement application that brings the full power of Amazon Connect to the agent desktop, supporting screen pop, call dispositioning, and integration with backend systems. It enables agents to receive, make, and manage calls on Amazon Connect and supports configurable tabs with context-aware content and embedded websites.
- Dialer for Amazon Connect - an accessible, TCPA-compliant platform that manages outbound calling campaigns on Amazon Connect. See more about USAN Dialer in the Outbound category.
- Visual IVR For Amazon Connect – a capability that provides customers the personalized experience they expect on their mobile devices, adding omnichannel functionality to Amazon Connect contact flows in order to boost self-service adoption rates and improve customer satisfaction.
Verint Employee Desktop™ on Amazon Web Services is a dynamic, easy to-use, multichannel, and knowledge-based desktop which provides unified access to the applications and information required by employees handling customer cases. Combining knowledge management, case management, and channel management technologies into a single platform, the solution allows employees to work with customers and cases across a variety of channels, including telephone, email, chat, social community, and mobile. It can empower employees and support their decision making to help provide differentiated and personalized customer service. Machine learning and robotic process automation (RPA) can also be integrated directly into the agent desktop to enable use cases like Next Best Action and efficient automation of repetitive tasks.
When a customer contacts an organization, the agent can immediately see all customer details, including a unified communication history across channels. As an interaction unfolds, the agent is proactively presented with relevant next-best actions, knowledge articles, case processes, and more to help resolve the inquiry as efficiently and accurately as possible.
WEBTEXT is a messaging CPaaS for contact centers worldwide. The company integrates with every major CRM contact center solution and related system. This integration enables your Amazon Connect contact center to use SMS text, MMS pictures, Facebook Messenger, and other messaging channels to transform the user experience. Messaging-enabled contact centers support users in their preferred channel and on their preferred device.
Customer Experience Assurance / Migration Tools
callstats.io monitors and analyzes the performance of Amazon Connect real-time communications, enabling you to rapidly troubleshoot issues and deliver high-quality services to customers. A scalable and easy-to-deploy SaaS solution, callstats.io monitors agent endpoints and uses AI-powered algorithms to identify and resolve voice communications problems. Available globally, callstats.io analyzes over 1 billion WebRTC metrics per month for customers in the contact center, collaboration, and other industries.
As a CX Assurance platform provider with over 300 existing enterprise customers globally, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels, while reducing the risk of customer-facing defects. Cyara accelerates migrations to Amazon Connect by automatically discovering and documenting existing IVR call flows and transforming them into an Amazon Connect Flow. Cyara accelerates and assures migrations and new Connect deployments with automated functional and regression testing, voice quality testing, performance testing, and ongoing production monitoring.
With over 2,100 customers worldwide, Nectar brings the industry’s most complete approach to customer experience management for UC and contact center teams. Integrated with Amazon Connect, Nectar’s CX Assurance brings Contact Center IT professionals omnichannel cloud-based stress testing, IVR monitoring, and remote call control pick-up/dial-out automation to accelerate contact center migration to the cloud and ensure a defect-free customer journey. Moreover, benefits include enhanced customer experience and agent satisfaction, reduced downtime, shorter maintenance windows, and where applicable, potential prevention of regulatory issues.
SingleComm CX for Amazon Connect allows contact centers and marketers to quickly and easily build, test, and deploy dynamic guided interactions that are unique to each call. SingleComm's visual CX Desktop Builder employs a node-based interface to allow users to drag and drop elements into easy-to-manage workflows. Their intuitive design gets you up and running in a matter of minutes with no coding required. With just a few clicks, you can attach industry leading guided interactions to Amazon Connect flows. Your agents now have all the tools they need to achieve better retention, increased conversion, and “wow-factor” satisfaction. SingleComm is an APN Select Tier Technology Partner.
Customer Relationship Management
For nearly 20 years, Aria Solutions has been focused on providing innovative, omni-channel contact center and customer engagement solutions. Aria offers business consulting, professional services, support, and managed services. Aria is a developer of value-added software products, and its customer base consists of Fortune 1,000 enterprises, mid-size and small companies, and government organizations. Aria's applications are used by over 500,000 agents and process millions of transactions daily.
Kustomer is an omnichannel customer service platform and CRM that utilizes AI and a powerful workflow engine to help companies deliver on a conversational and effortless support experience built on interactions, not tickets. Kustomer and Amazon Connect deliver a customized voice experience through personalized IVR trees, while increasing contact center productivity with a single omnichannel support platform for voice, email, text, chat, and social messaging.
Perficient brings together multiple disciplines that, when combined, provide customers with a broad range of capabilities for a migration to Amazon Connect. One of the areas Perficient excels is services for Microsoft Dynamics. As such, Perficient is providing a number of services and solutions to ensure users of Microsoft Dynamics365 can create powerful customer care solutions that leverage Amazon Connect.
Salesforce Service Cloud seamlessly integrates with Amazon Connect to provide contact center agents with a complete set of tools in their agent workspace to deliver enhanced customer service. Through this expanded partnership, Salesforce has chosen Amazon Connect as its preferred contact center technology and will resell Amazon Connect as part of its new upcoming offering, Service Cloud Voice, making it easy for organizations to deliver better customer service at a lower cost.
Zoho is a single online platform that covers nearly every major business category including sales, marketing, customer support, finance, human resources, and productivity/collaboration. Zoho CRM is a cloud-based, multichannel application for managing customer relationships. It helps streamline organization-wide sales, marketing, customer support, and inventory management functions in a single system.
Freshdesk Inc. is a provider of cloud-based customer engagement software. Based in San Bruno, CA with offices in Australia, India, Germany, and the UK, Freshdesk has over 100,000 customers in 145 countries and counts more than 1,000 employees worldwide.
ServiceNow, Inc. provides enterprise cloud computing solutions that define, structure, manage, and automate services for enterprises worldwide. The ServiceNow CTI for Amazon Connect is a powerful integration application for the ServiceNow and AWS ground breaking telephony platforms. ServiceNow features include advanced custom call control panel (hold, resume, end call, and transfer), post call history details into SNOW repository upon completion, click to dial, and IVR integration with ServiceNow screenpop.
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. The Zendesk and Amazon Connect connectors provide an integration between your Amazon Connect telephony system and your Zendesk environment. The platform supports searching, displaying, and creating Zendesk items based on the call data associated with a voice call. Zendesk leverages the information collected within your IVR, Voice Portal, ACD, databases, and web services to 'Screen Pop' an agent's Zendesk session with new or existing Zendesk users or tickets. The two-way integration supports the updating of the call data within your Amazon Connect telephony system and other contact center systems with Zendesk data.
Zoho is a single online platform that covers nearly every major business category including sales, marketing, customer support, finance, human resources, and productivity/collaboration. Zoho CRM is a cloud-based, multichannel application for managing your customer relationships in a better way. It helps you streamline your organization-wide sales, marketing, customer support, and inventory management functions in a single system. Zoho Desk is a context-aware help desk software for customer support. It organizes your tickets, automates repetitive tasks, and gives you the context necessary to build meaningful customer relationships.
Knowledge and Communities
Verint Customer Community is an online social collaboration solution that makes online communities a forum to deliver social customer service, drive social commerce, and deepen customer relationships. It features a complete set of social applications, connects to popular consumer social networks, and integrates with mission-critical enterprise software. It can help organizations make better business decisions based on social data.
Verint Community provides an enterprise social platform giving customers what they need to create engaging online community experiences.
Standard features and functionality on the platform include discussion forums, rich blogging, private messaging, wikis, activity streams, ideation, calendar, file galleries, business rules, moderation, and gamification.
Community integrates with Amazon Services, IVA, KM, and Web Self-Service, offering enhanced capability.
Verint Knowledge Management is a highly scalable solution that makes it easy to deliver the right knowledge to users in the contact center and to customers through self-service. It can give agents the tools they need to provide exceptional customer service while enabling customers to:
- Increase first contact resolution
- Improve consistency and quality of answers
- Enhance compliance with regulations and company processes
- Deliver rich knowledge for a wide variety of user types, languages, and communication channels
- Cut call volume in half through self-service knowledge
- Reduce average handle time while improving response accuracy
- Deliver relevant information automatically to reduce employee training time
Verint Knowledge Management is available as part of Verint Employee Desktop, a comprehensive solution combining knowledge management and case management technologies within a single platform, delivering increased employee productivity and providing a personalized customer service.
In 1985, HERE began with the simple goal to digitize mapping and pioneer in-car navigation systems. Over the next three decades, as NAVTEQ and Nokia, HERE built a legacy in mapping technology. About the integration:
- Leading location intelligence technology provides real-time, high accuracy decision making support for agents for increased efficiency and effectiveness
- Available within the Amazon Connect contact center solution
- Joint solution planning for customizable location services
- Turnkey installation
- Scalable and elastic, no infrastructure required
- Pay as you go pricing based on usage, no long term commitments
Acqueon conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, including statistical and predictive models to let enterprises maximize the potential of every customer conversation. The Acqueon suite for Amazon Connect features omnichannel campaign management, a predictive dialer using AI and analytics to recommend the best time and channel to reach out to customers, and an agent desktop to maximize employee productivity. Acqueon is trusted by over 200 enterprises across the globe.
Enghouse Interactive strives to be the world’s most reliable contact center technology provider. Enghouse's technology transforms contact centers into a growth engine for businesses globally. Businesses can leverage their contact centers to extract powerful insights captured from the voice of the customer to help increases customer retention, uncover product opportunities, understand buyer personas, and identify new revenue opportunities. As a Standard Technology Partner, the Enghouse Dialer integrates directly with Amazon Connect. Through the use of algorithms and constant monitoring of dialing statistics, the dialer calculates the optimal dialing pace and generates a steady stream of live answers, assuring each one is promptly connected with a live agent. This fine-tuned technology also features a pooled resource-sharing environment allocating phone lines in real-time to the task where they are needed most (e.g. agent-attended outbound IVR or inbound). Dialer pacing and resource allocation are dynamically adjusted throughout the day to keep your representatives talking, and assure no one, agent or contact, is left waiting.
USAN is a pioneer in cross-channel communications and cloud deployments, helping companies profitably engage customers with advanced contact center solutions. Its product portfolio, USAN Contact Suite, includes Dialer for Amazon Connect, an automated outbound calling capability that leverages the AWS ecosystem to deliver a seamless, integrated dialing component. Dialer can manage multiple campaigns, automatically import lists from AWS S3 buckets, manage record processing through configurable campaign parameters, and enable TCPA compliance through integration with DNC.com as well as corporate do not call lists. The platform leverages the Amazon Connect infrastructure for telephony, agent, and queue management.
As the inventor and leading provider of Callback technology, VHT continues to improve the customer experience with its Mindful Platform. Mindful is cloud-based SaaS platform created to integrate Callback technology with voice, text, chatbot, and other platforms to allow seamless transitions between talk and text with your customers.
Payshield's Payline removes your Amazon Connect contact center environment from PCI-DSS scope and allows you to provide the best customer experience when taking payments over the phone, without the need to pause call recording. Payshield's solution enables you to effectively manage the risk of accepting credit cards over the phone, reducing the fraud risk and optimizing your customer journey. Payline is payment vendor independent and authorizes the credit card using your current payment provider, keeping your reconciliation processes intact. The service is fast to implement and can be easily integrated into any cloud information management system, reducing the chances for human error. The technology is not limited to credit card data and can be used to capture other sensitive information (e.g. PIN, Customer Identification and SSN), reducing the scope of PII compliance obligations like GDPR.
Strengthen relationships and drive measurable impact across the business with Calabrio Quality Management. Calabrio automates recording and reporting, and streamlines evaluations so customers can spend more time coaching and leading.
Create shorter feedback loops to engage and motivate agents, use intelligent analytics to focus your attention where it matters most, and let the voice of the customer lead the way to consistent, outstanding customer experiences. Hone in on the insights you need to meet your contact center goals and drive business value. Calabrio Quality Management can be purchased independently or with the Calabrio ONE bundle.
Cresta’s real-time intelligence platform transforms contact center performance and helps teams stay connected. Cresta uses AI to uncover insights and coaching opportunities from every customer conversation. Unlike existing solutions, Cresta is able to put those insights into action by presenting agents with real-time guidance during key moments of customer conversations. As a single solution offering insights, coaching, and real-time guidance, Cresta closes the gap between insights and action, guaranteeing results for customers.
Companies like Intuit, Cox Communications, and Sleep Number are using Cresta to drive 2x improvements in conversion rates, 5x reduction in ramp time, and build higher performing, more connected teams.
VoiceFoundry is passionate about customer experience. They specialize in the delivery of Amazon Connect cloud-based enterprise contact center solutions and are uniquely focused on helping businesses improve customer engagement, while maximizing the benefits of the cloud. The integration enables contact centers to easily implement and manage post-call surveys and submit them to SMG for aggregation, reporting, and center analysis. The benefits of this integration include:
- Ease of use: You can enable SMG AgentTrack for your Amazon Connect instance with the click of a button.
- No technical knowledge to maintain surveys: With SMG AgentTrack, the survey questions are managed from a very simple web UI on the AgentTrack website. There’s no need to alter call flows to change your survey.
- Future integration points: This integration provides APIs to enable you to add survey capabilities to your own apps.
Aceyus provides enterprise-wide real-time and historical insight into your customer interactions. Ease of access to real-time events and understanding of trends give your business a competitive advantage in every customer experience. Aceyus dashboards and reporting have the flexibility required to connect to a variety of vendor platforms, thereby enabling customers to adopt a best of breed philosophy. Aceyus solutions are available to be deployed in cloud, on-premise, and hybrid models. Aceyus provides Amazon customers the ability to seamlessly transition to their contact centers from legacy systems to Amazon Connect. Aiming for organization and aggregation of data elements with ease, Aceyus allows clients both access to intuitive standard reporting and the ability to join all of their contact center platforms instantaneously.
Fully aggregate and integrate Amazon Connect data so that it’s easy to understand contact center insights. Create a powerful and accurate contact center reporting and analytics platform, while delivering value across your business with advanced business intelligence tools for customer and employee engagement.
Whether data lives in silos due to structural issues or simply because of organizational growth has resulted in multiple, incompatible systems, Advanced Reporting allows customers to break down data silos and end patching together vendor-, vertical-, or data type-specific reporting products. Calabrio Advanced Reporting can be purchased independently or alongside the Calabrio ONE bundle.
Code Software's ClobbaRT solution delivers only relevant information through its configurable, real-time wallboards, daily dashboards, and automated reports, ensuring your investment in Amazon Connect is delivering the expected results. An effective Amazon Connect monitoring strategy will deliver increased business productivity, ensure call handling times are at an acceptable level, and inform decisions on resource allocation, which will ultimately lead to increased customer satisfaction.
Beyond simple reporting for Amazon Connect, CX Intelligence for Amazon Connect by eMite is a SaaS solution that provides immediate value for contact center managers by providing advanced real-time and historical data visualization via dashboards and wallboards, for better insights.
Drawing information from multiple systems such as CRM and Service Desk, and correlating it with contact center data at lightning speeds, eMite empowers contact center managers to measure the metrics relevant to them. With great visualization, out-of-the-box reporting, and a powerful KPI engine, customers rely on eMite for Advanced Analytics for contact centers.
Auraya specializes in voice biometric technology. Auraya provides technology that empowers people and organizations to interact with convenience and security in all channels. EVA is a fully featured voice biometric extension for Amazon Connect that leverages ArmorVox patented technology. EVA includes voice enrolment, verification, authentication processes, and an agent screen pop. EVA can be utilised in standard mode as a ‘turnkey’ option. EVA can be customised using the Amazon orchestration tools so that every implementation meets the unique needs of the organizations and its consumers on every existing and potential channel.
NICE’s Customer Engagement solutions integrate seamlessly with the Amazon Connect cloud-based contact center, providing Amazon Connect organizations with a host of scalable and robust solutions to perfect their customer experience, act smart, keep their employees engaged and motivated, prevent fraud and identity theft, and boost productivity and service quality.
The end-to end authentication and fraud prevention solution enables contact centers to combine voice biometrics technology with additional authentication factors across channels to provide top security, real-time fraud prevention, increased operational efficiency, and unparalleled CX.
Nomidio Identity as a Service (IDaaS) provides password free multi-factor authentication to organizations already benefiting from Amazon Connect. There is no legacy hardware or costly systems integration projects, and can be deployed and live in an Amazon Connect environment in less than 10 minutes.
- Nomidio IDaaS improves contact center agent productivity through automating the onboarding and authentication processes in voice, chat, and chatbot channels.
- Nomidio IDaaS dramatically reduces both the organizations and their customers risk through centralized, highly secure, and thoroughly encrypted management of Personally Identifiable Information and biometrics.
Nuance Gatekeeper is a biometrics system for authentication and fraud prevention, securing customer interactions, improving agent efficiency, and boosting customer satisfaction. As an AI-based system designed for the cloud, Nuance Gatekeeper scales to your business needs and will always keep you current with state-of-the-art technology through seamless automatic updates. Nuance Gatekeeper will easily and seamlessly integrate as you migrate or set up your contact center with Amazon Connect.
Pindrop® solutions uphold the standard for identity, security, and trust for every voice interaction. Pindrop Protect is an advanced call center fraud detection and prevention solution that is seamlessly integrated with Amazon Connect, helping you deploy a secure, scalable, and cost-effective call center solution with ease. By using Phoneprinting™ 2.0 technology to quickly identify fraudulent callers, Pindrop helps you mitigate the impact of targeted attacks on your call center. Instead of relying solely on the call center’s skill in identifying fraudulent activity, Pindrop extracts 1,380 audio features from the call data, then uses machine learning technology to generate a risk score for each caller, helping you optimize the customer experience and keep your organization protected.
RingCentral brings world-class collaboration capabilities to Amazon Connect. Boost the productivity of your Amazon Connect call center agents in North America by enabling collaboration with experts across your organization. Seamlessly connect with an expert through initiating a call, conference, or transfer at the click of a button.
Voice of the Customer (VOC)
Best-in-class phonetics and speech-to-text transcription tools help businesses capture the voice of your customer in every customer interaction. Transform this structured and unstructured information into highly usable data. Integrate data from Calabrio Quality Management, Calabrio Workforce Management, CRM, HRMS, back-office email, chat, and other channels to create a holistic view of the customer journey. Create a powerful source of business information—and use it to drive better decision-making across the organization.
Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of their customers. Calabrio Analytics can be purchased with Calabrio Quality Management or the Calabrio ONE bundle.
Verint Unified VoC is a fully connected platform that enables customers to listen, analyze, and act on customer insight across channels. It delivers the most comprehensive and complete evaluation of customer experience possible by enabling customers to:
- Capture and analyze indirect and inferred speech feedback during customer conversations
- Incorporate standard text-based direct customer feedback from a wide range of sources (e.g. Interactive Voice Recognition (IVR), SMS and online surveys, customer-initiated digital feedback)
- Factor performance-based operational data into your analysis (e.g. key digital and contact center barometers such as First Call Resolution (FCR), issue resolution)
Verint Unified VoC incorporates capabilities from across its leading-edge VoC portfolio which includes: Enterprise Feedback Management, Verint Digital Feedback Management, IVR Feedback Management, Verint ForeSee, Speech Analytics, and Social Analytics.
Agyle Time is workforce management simplified. Intelligently forecast, schedule, and monitor your workforce in real time and 100% in the cloud. Agyle Time is designed to accommodate all of today’s many contact channels, and was built from the ground up to handle synchronous and asynchronous workloads seamlessly in an omni-channel environment with exceptional accuracy. Amazon Connect customers will benefit from AWS hosting, true cloud-based microservices architecture, open APIs, optional consumption-based pricing, and many ecosystem integration partners. Agyle Time reduces the need for dedicated or specialized resources and makes enterprise-grade workforce management accessible to customers of all sizes, anywhere in the world.
Agyle Time is quick and easy to onboard, with out-of-the-box integration to Amazon Connect and many popular contact center solutions such as Zendesk, Salesforce, and ServiceNow. Whether you are managing teams in one location or operating globally in a 24/7 environment, Agyle Time’s easy-to-use platform provides the tools you need to optimize your workforce and streamline operations for a better customer experience.
Aspect helps enterprises break down the walls between people, processes, systems, and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization, and self-service capabilities within a single customer engagement center, Aspect enables dynamic, conversational interactions and creates a truly frictionless omni-channel customer experience. Leveraging the agility of worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect connects questions to answers while helping enterprises keep service levels high and operational costs contained.
Calabrio Workforce Management (WFM) gives businesses the toolset to get the very best from its employees. Free managers from tedious scheduling so they can focus on strategic improvements. Engage agents with real-time feedback and gamification.
Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of their customers. Calabrio Workforce Management can be purchased independently or with the Calabrio ONE bundle.
Monet Software is a global provider of a cloud-based Workforce Optimization solutions that run on AWS and enable contact centers and help desks to elevate customer experiences, improve agent productivity, identify performance gaps, and empower your workforce to deliver outstanding and efficient customer service. Monet WFO includes Workforce Management, Call Recording, Screen Capture, Quality Management, and Performance Management. The solution was designed from the ground up to run on multiple AWS availability zones and adhere to best practices from AWS for the highest level of security and availability. In addition, Monet WFO features a seamless integration with Amazon Connect enabling companies to host a growing number of key contact center solutions on AWS.
NICE has over 6,000 employees and a presence in more than 150 countries. NICE is regularly recognized for innovation and the value it provides to more than 25,000 customers, including more than 85 of the Fortune 100. CXone Workforce Optimization Pro (WFO) applications' suite enable organizations to record voice interactions and agents screens, improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. Designed to support contact centers of all sizes, the solution is ideal for customers that want to focus on their business, leverage the cloud for cost and scalability efficiencies, and automate their contact centers.
OpenText Qfiniti delivers browser based workforce optimization (WFO) applications for use with Amazon Connect. Qfiniti provides call recording playback of Amazon Connect interactions, easily built quality monitoring forms, desktop screen capture, user configurable muting and masking of voice and screen activity for PCI compliance, and desktop analytics. The Qfiniti integration:
- Supports direct browser-based playback of interactions/metadata from the original Amazon Connect S3 storage location
- Enables quality monitoring, real time guidance, and agent screen capture synchronized with Amazon Connect recording
- Is available as an AMI or SaaS solution from AWS Marketplace
Verint is a customer engagement company that helps organizations simplify and modernize customer engagement through market-leading cloud and hybrid solutions. Verint has one of the broadest portfolios of customer engagement solutions available today, and leverages the latest in artificial intelligence and advanced analytics technology to help unlock the potential of automation and intelligence to drive real business impact across organizations.
Customer engagement is now a strategic differentiator, and Vertin's solutions offer a sustainable competitive advantage, even in challenging markets. With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, Verint partners with customers to look to the future—imagining, planning, and developing innovative ways to take customer engagement to new heights.
Verint is a technology innovator backed by customer engagement experts who are passionately committed to customer success. Verint partner with customers to understand their business goals and identify the best approach, strategy, and solutions to meet current and future needs.
ZOOM delivers a world class WFO platform as a complimentary, flexible, easy to spin up, pay per minute offering via a seamless integration with Amazon Connect. Your organization can pay as you go for all your contact center needs with ZOOM’s top tier WFO software paired with Amazon Connect.
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