Sold by: G-AsiaPacific
Design and implement an AI-powered, omnichannel contact center on Amazon Connect. The engagement covers intelligent self-service, agent assist, real-time analytics, and automated quality management. The architecture is secure and compliance-ready, built on AWS best practices, and designed for Malaysian data protection and regulatory requirements. It suits new deployments, migrations from legacy or other cloud contact center platforms, and AI modernisation of existing Amazon Connect environments, for organizations of all sizes.
Overview
Transform your customer experience with the AI Contact Center with Amazon Connect.
Helps organizations of all sizes design, implement, and operationalise a secure, scalable, AI powered contact center on Amazon Connect. The solution combines omnichannel engagement, generative AI, conversational self service, and real time analytics, while addressing security, data protection, and applicable Malaysian regulatory requirements.
Use Cases New Contact Center: Establish a cloud contact center with omnichannel routing, AI self service, and analytics, without upfront telephony hardware or long term infrastructure commitments.
Contact Center Migration: Migrate from on premises, legacy, or other cloud platforms to Amazon Connect, including routing, IVR, queues, agent configuration, and integrations, with a phased cutover to minimise disruption.
AI Modernisation: Enhance an existing Amazon Connect environment with generative AI, including virtual agents, agent assist, automated summaries, conversation analytics, and automated quality evaluation.
What This Engagement Delivers Seamless Customer Engagement Across Channels: Meet customers on voice, chat, email, and messaging, with a consistent experience across all of them. Agents manage every interaction from a single workspace, improving responsiveness and reducing customer effort.
Personalised Customer Service: Deliver service based on customer preferences, including preferred language such as English, Bahasa Malaysia, and Mandarin.
24/7 AI Self Service: Resolve routine enquiries around the clock without adding headcount. Virtual agents built on generative AI in Amazon Connect and Amazon Bedrock can authenticate customers, answer common questions, and complete transactions, deflecting volume from live agents and shortening wait times.
More Productive, Better Equipped Agents: Reduce average handling time and improve first contact resolution with real time AI guidance, instant knowledge access, suggested responses, and automated post contact summaries.
Smarter Matching, Better Outcomes: Skills based and segment based routing connects each customer to the most suitable resource, reducing transfers and repeat contacts while prioritising high value or urgent customers.
Actionable Customer Insights and Consistent Service Quality: AI driven analytics from Contact Lens identify sentiment, emerging issues, and service gaps. Automated performance evaluations cover 100% of interactions handled by human and AI agents, replacing manual sampling.
Personalised Service Through Connected Customer Data: Integrate Amazon Connect with CRM, ticketing, and core business systems so agents get a complete customer view, customers do not repeat themselves, and cases resolve faster.
Trusted Handling of Customer Data: Security controls built in from day one, including role based access, encryption, automatic redaction of sensitive information, governed retention of recordings and transcripts, and full audit trails, supporting PDPA and applicable industry obligations.
Data Driven Management Decisions: Real time dashboards and historical visibility into service levels, agent productivity, and customer experience, helping supervisors act quickly, forecast staffing, and measure business impact.
Malaysia Focused Security and Integration The contact center bridges Amazon Connect with enterprise applications and data hosted in the AWS Malaysia Region. Where Amazon Connect runs in a supported region outside Malaysia, it can securely integrate with Malaysia hosted applications, databases, CRM, and AI services through private, controlled connectivity, keeping core customer data and analytics in Malaysia while Amazon Connect handles the engagement layer. Integration patterns can include secure APIs, event driven services, private connectivity, and controlled data exchange. The architecture is tailored to your application landscape, customer journeys, data classification, and security requirements.
AI Adoption Roadmap G AsiaPacific helps organizations adopt AI on Amazon Connect in stages, matched to readiness, priorities, and risk appetite. The journey starts with a modern omnichannel foundation and connected customer data, then AI driven insight through conversation analytics and quality evaluation, then AI assisted agents with real time guidance and summaries, and finally AI virtual agents resolving routine enquiries end to end, around the clock, in multiple languages. Each stage delivers measurable value before the next begins, governed throughout by clear controls for data protection, responsible AI use, and human oversight.
What We Deliver A production ready, AI powered Amazon Connect contact center. Comprehensive solution architecture, contact flow designs, integration specifications, security configuration documentation, and operational runbooks. Guided knowledge transfer, administrator and supervisor training, and structured handover.
Highlights
- AI-Powered Customer Experience: Deliver faster, more personalised service through generative AI self-service, real-time agent assist, automated contact summaries, and AI-driven quality evaluation.
- Compliance-Ready Architecture: Align the contact center with applicable organizational and Malaysian regulatory requirements, supporting data protection, sensitive data redaction, access control, auditability, and data residency considerations.
- Pay-As-You-Go Flexibility: Pay only for what you use, with no upfront licensing, telephony hardware, or long-term seat commitments. Costs scale with actual contact volumes and usage rather than peak capacity. Organizations can handle seasonal peaks, campaigns, and business growth without over-provisioning, and turn fixed contact center costs into predictable, usage-based operating expenses.
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Support
Vendor support
Customers who purchase this engagement receive a dedicated project lead and technical team throughout the delivery period. We respond to all customer inquiries within one business day. During the engagement, support includes scheduled working sessions, email and phone support during Malaysia business hours (9am to 6pm MYT, Monday to Friday), and structured status updates at each project milestone.
Once the Amazon Connect contact center is live, our team provides a 30 day post handover support window to address configuration questions, contact flow adjustments, or clarifications related to the delivered solution.