Sold by: Adastra Corporation
Establish a cloud-based contact centre that can scale to support millions of customers and rapidly deliver improvements to maintain and improve user experience. Adastra will design, build, and deploy an Amazon Connect virtual cloud contact centre ready for staff use.
Sold by: Adastra Corporation
Overview
Approach
The development services will be specifically catered to each individual use case.
Adastra will first conduct a thorough discovery to understand our client’s use case, processes and user/agent workflow needs to ensure a robust and scalable contact centre design with relevant integrations.
Activities
- Conduct discovery session(s) to establish contact centre requirements
- Create Amazon Connect instance with the necessary identity management, administration, telephony, and data storage settings
- Set up phone number(s) for the contact centre
- Set up routing, agents, and tasks
- Set up chat experience if required with relevant customizations/integrations powered by Amazon Lex
- Implement custom Amazon Connect flows to define user experiences
- Integrate with external applications as needed (e.g., Salesforce)
- Configure user access and management
- Implement Voice ID as needed for voice-based caller authentication and fraud detection
- Establish a pipeline for metrics, monitoring, and analytics (using Contact Lens and Amazon Connect Metrics)
Deliverables
- A deployed cloud contact centre on Amazon Connect
- Staff that is trained on the program to optimize the use of the cloud contact centre
Outcomes
- Scalable and cost-efficient cloud contact centre to meet unpredictable demands
- Personalized customer experience through integration with clients’ CRMs
- Increased efficiency of customer service experience
- Increased customer satisfaction
- Transparency into conversational analytics and quality management metrics
Highlights
- Scale and optimize your contact centre through Amazon Connect
- Enhance your user experience with custom user flows and personalization with CRM integration
Details
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
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Support
Vendor support
Adastra offers a myriad of solutions from Cloud Migration and Analytics to Data Science and Governance as an Advanced Consulting Partner of AWS, including but not limited to:
Data Discovery & Analytics Data Quality Artificial Intelligence Machine Learning Data Lake Build Data Engineering
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Contact us today for a review of your requirements