CSS Corp Smart Contact Routing Services for Amazon Connect Users

A modern-day contact center has numerous moving parts, ranging from customer engagement applications, queuing, and routing systems, to CRMs and workforce optimization solutions. Running this complex ecosystem seamlessly and harmoniously, is critical to reducing customer effort and delivering real time customer satisfaction.

However, the industry lacks a platform that binds these different components together synergistically. Backed by a stellar award-winning journey in orchestrating superior customer experiences for more than two decades, CSS Corp brings CSS EDISON™ – its definitive CX Transformation Platform.

Platform- CSS EDISON™ is an end-to-end technology platform that unites customer services’ three essential pillars seamlessly: elevating customer engagement, driving intelligence & insights, and amplifying agent productivity. It's modules leverage cutting-edge technology, including AI, cognitive RPA, analytics, and augmented reality, to deliver customized solutions for clients, and ensure tangible business benefits for them.

Module- CSS EDISON™ Routing Manager is an AI-ML powered smart routing solution that creates a behavioural customer persona at the time of their call and connects them with an associate whose persona is best suited to provide the best experience to the customer. Unlike legacy call routing technologies that do not focus on customer’s unique needs.

Service- CSS Corp Premium Edison Support for Smart Routing offering enhances your in-house resources with technical experts who are available to support your Edison deployment. This support level also gives you access to Free Contact Center Assessment for CX Enhancement, and your need for contact center automation.

CSS EDISON™ Advantage Connecting calls to the right associate rather than to the first associate available enhances first contact resolution (FCR) rates significantly, and ultimately leads to higher customer satisfaction (CSAT) scores using our smart contact routing that leverages amazon connect capabilities.

Additional Advantages • Real-time call mapping to associate persona based on proficiency and personality. • Better CX with over 12% increase in CSAT scores and Faster Time to resolve with up-to 24% reduction in average call handling time. • This support level also gives you access to Free Contact Center Assessment for CX Enhancement to serve you need for contact center automation.

Dynamic Customer Engagement Powered by CSS EDISON™ The rise in the usage of digital channels has only increased the noise, complicating customer support. Customers want fast, quick, and contextual resolutions and will drop vendors who don’t provide that experience to them. Support engineers need access to the right information at the right time to quickly resolve issues. Maintaining this balance can be tricky.

Drive seamless customer engagements with the power of CSS Edison™. CSS Edison™ uses a combination of smart IVR, Cognitive Voice Assist (VA), Digital Messaging, Channel-less orchestration to drive superior customer engagements, time after time.