Sold by: GFT Technologies
Transform your contact center with GFT Smart Contact Center AI on Amazon Connect, one of the most strategic areas for customer experience. Deliver intelligent omnichannel journeys with AI-driven automation, improving customer satisfaction, boosting agent productivity, and reducing operational complexity with a robust and scalable solution.
Overview
GFT Smart Contact Center AI brings together GFT's expertise in digital transformation and AWS cloud to help organizations modernize their contact center operations in a practical, scalable, and results-oriented way. As an AWS Advanced Partner with hands-on experience across industries, GFT delivers a structured acceleration framework that reduces time-to-value and lowers the risk of complex migrations. The solution addresses common pain points of legacy contact center platforms — such as limited flexibility, high operational costs, and integration complexity — by enabling a transition to a modern, AI-powered model built on Amazon Connect. This means faster, smarter, and more personalized customer journeys, with greater control and visibility for operational and IT teams. GFT's delivery framework covers the full engagement lifecycle: architecture design, automated provisioning, journey configuration, and integration with enterprise systems including CRMs, APIs, and legacy applications. The solution is powered by Amazon Connect and leverages native AWS capabilities such as Amazon Lex, Contact Lens, Workforce Management (WFM), and Amazon Q in Connect — extending the use of artificial intelligence across every layer of customer service. Native integrations with platforms such as Salesforce and Microsoft Dynamics 365 allow organizations to build a more connected, data-driven customer engagement ecosystem, aligned with their customer experience strategy and business objectives. From initial design through to production rollout, GFT supports every stage of the journey — including setup, validation, testing, go-live, and knowledge transfer to operational teams. At the end of the engagement, customers receive a fully operational, production-ready Amazon Connect environment, supported by governance frameworks, best practices, and well-organized documentation. With GFT as a partner, contact center transformation becomes more consistent, secure, and aligned with AWS best practices. Get in touch with our specialists to explore how to evolve your customer service operation — and start generating value from day one.
Highlights
- Deliver exceptional customer experiences with AI-driven, omnichannel journeys that increase satisfaction and loyalty.
- Empower agents with intelligent assistance and automation, reducing effort while improving resolution speed and quality.
- Delivered by AWS-certified GFT specialists with deep expertise in Amazon Connect and AI-driven contact centers.
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Deployed on AWS
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Support
Vendor support
Contact Email: AWS.community.BR@gft.com
GFT provides structured training for the customer's administrators and operators. This enablement is tailored to each role: administrators receive guidance on platform configuration, contact flow management, user and permission administration, routing profiles, and the operation of advanced capabilities such as Amazon Lex bots, Workforce Management (WFM), Contact Lens, and Amazon Q in Connect. Operators and supervisors are trained on day-to-day handling of customer interactions across channels, queue and agent monitoring, real-time and historical reporting, and the use of dashboards and analytics to drive operational decisions.
As part of the engagement, GFT can also provide ongoing support as a defined project deliverable, covering troubleshooting, configuration assistance, periodic reviews, and guidance on adopting new Amazon Connect features as they become available. This ensures the customer's contact center remains stable, optimized, and aligned with best practices as it scales.