Contact Center Transformation

The customer service landscape has been irrevocably changed by evolving customer expectations and the pace of technology innovation. Now, more than ever, customer experience organizations exist at the three-way intersection of analytics, integration and engagement.

Traditional contact center solutions aren't built on an agile foundation of innovation. Legacy technology partners employ antiquated licensing models, long-term contracts and complex pricing structures. This stifles organizations and limits the ability to react quickly to constantly-changing customer expectations and business needs. These days, customers expect immediate and context-driven support powered by insights derived from disparate systems and data sources.

Evolving your contact center to a cloud-based infrastructure powered by Amazon Connect provides organizations with a technology foundation capable of exceeding customer expectations today and staying ahead of the ever-changing needs of tomorrow.

How we can help:

• Art of the possible - Review features and capabilities of Amazon Connect and additional AWS services. Understand existing capabilities and desired future state.

• Assessment - Evaluate existing infrastructure, capabilities and processes. Identify opportunities, challenges and obstacles. Develop solutions based on desired outcomes. Provide recommendations and potential next steps.

• Proof of concept - Highlight the capabilities of Amazon Connect by designing, configuring, implementing and managing a real-life POC based on defined success criteria and KPIs.

• Optimization - Analyze key metrics and results against success criteria. Identify opportunities to iterate and innovate. Define execution next steps.