As one of the first organisations to realise the full capability of Amazon Connect we have been working with the platform since 2018. During this time we have won a number of awards including the Computing Cloud Excellence award and AWS City on a Cloud for our innovative work around voice automation. Since then we have helped numerous customers transform their business through re-imagining their contact centre and how this forms the basis for customer communications.

We have held the Amazon Connect Competency for a number of years along with competencies in Managed Service Provision and Government. This allows us to provide a service which is built on best practices defined and stipulated by AWS. A large proportion of our staff hold AWS associate and professional qualifications and the majority are UK security cleared so you can trust that our solutions are secure as well as tailored to your needs.

Skills

• High Calibre Staff - Highly skilled experienced team with deep and wide knowledge
• AWS Certified - Qualified Solutions Architects, Security Specialists, Developers and SysOps staff.
• Customer Satisfaction - We are focused on delivering solutions to meet our customers’ needs. We ask our customers to score the quality of our delivery every month and have averaged more than 8 out of 10 for the last two years
• Innovative Solutions - Multi-award winning: We have twice helped our customers to win the international AWS City on a Cloud Award and have won awards for our products and support
• UK Security Cleared - Official and Official Sensitive solutions design & delivery experience. All of our team is Security Cleared and we have experience of delivering AWS environments that connect to HSCN & PSN

Knowlege Areas

We help you navigate your journey to an Amazon Connect cloud contact centre by starting with a baseline of your current solution looking at where your staff spend most of their time and consider where savings could be made. By incorporating the latest in industry innovations such as:

• Voice Based IVR
• In-call Automation
• Remote Working
• Voice Biometrics
• Workforce Management and Optimisation
• Transcription
• Sentiment Analysis
• Deep Data Analytics
• CRM and Data Integration

We make sure any solution is aligned to your situation and budget. In addition we will consider more non-functional requirements such as scalability, resilience, security, and cost optimisation.

Amazon Connect Products

As well as our Contact Centre Architecture, Design and Implementation services we have a number of products built on top of Amazon Connect both generic and bespoke. Our generic products include:

• Data insights and Enhanced Graphical Reporting, allowing you to extract your contact centre data to another BI system or use our system and reporting all within AWS
• Customised Softphone, enhancing the features within the standard softphone
• Wallboard, showing your staff an easy to see metrics of the current contact centre performance
• Customised Directed Chat, providing a directed automated chat experience for your most common interactions whilst allowing the customer access to your agents when necessary
• Contact Centre Admin Console, providing enhanced features for your contact centre managers such as Emergency Messages, Out-of-hours on-call divert rota, Public Holidays
• Automated Dialler, Solution for making automated calls which follow a pre-determined script which adjusts to what the caller has said

Getting Started

Please get in touch to start your journey with us:

• https://www.digitalspace.co.uk/contact/
• hello@digitalspace.co.uk