Rapidly unlock and secure the full potential of Amazon Connect with Waterfield Tech’s Xcelerator, tailored specifically for educational institutions. From platform setup to project oversight, leverage comprehensive features including omnichannel and self-service, agent productivity tools, analytics and insights. Quickly and cost effectively Xcelerate your implementation of Amazon Connect.

• Simplify complex system implementation and gain continuous operation innovation.
• Encompasses a wide array of features and configurations.
• Get a tailored package and custom configurations aligned with your institution’s goals.
• Meet the current and future needs of students, staff and constituents.

Key Advantages

Ensure Student/Constituent Satisfaction

• Manage dynamic call volumes efficiently and effectively with real-time monitoring without sacrificing service quality.
• Minimize long wait times during peak periods and handle diverse inquiries including enrollment deadlines, course registrations, financial aid, and housing.
• Meet and exceed service quality, responsiveness, and resolution times with a student-centric approach.

Maintain Security and Meet Compliance Regulations

• Safeguard student assets and data and meet robust security and compliance standards including FERPA and GDPR regulations.

Reduce Costs, Gain Efficiencies and Optimize Infrastructure

• Consolidate multiple systems across your educational institution into a single cloud-based interface.
• Integrate seamlessly with existing CRMs and disparate educational platforms for a unified experience across all channels.
• Innovate more quickly to meet changing business demands.

Transform Student Engagement With Omnichannel Capabilities

• Provide high quality, consistent, personalized student communication/support leveraging voice, chat, and other channels.
• Deliver seamless brand experiences across a range of touchpoints spanning your institution.
• Elevate your institution’s brand, modernize, and enhance student and other constituent interactions using: o Amazon Lex for natural language understanding with AI. o Amazon Polly for lifelike student/constituent support.

Streamline Workflow for Operational Efficiency

• Leverage automation and ensure inquiries promptly reach the most qualified agents with intelligent routing.
• Design contact flows and onboard agents in a matter of minutes.
• Meet staffing requirements.

Derive Actionable Insights for Continuous Improvement

• Harness data to track key metrics, identify trends, and enhance performance.
• Deploy AI powered insights, analytics, and call transcription.
• Integrate with Contact Lens for sentiment analysis.

Scale When You Need To

• Leverage a full range of expert resources, technical support, and advice on evolving your platform.
• Go beyond simple implementation and native capabilities to customization and optimization if you wish.
• Transform performance to create more engaging customer experiences.

Why Waterfield Tech

Waterfield Tech transforms customer engagement for organizations worldwide. Operating across six continents, our employees leverage a consultative, client-centric approach to design, build, and manage scalable, omnichannel and AI-enabled customer experience solutions. Our breakthrough innovations in contact center technology, applied artificial intelligence (AAI), and workforce engagement reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce.

Your AI Outfitters

The race to leverage AI has already begun. With multiple paths to the summit, you need to find the one that’s right for your educational institution. As your AI Outfitters, we help you pick the right path and arm you with the tools, talent, and techniques to evolve your contact center into an AI first student experience.

Unparalleled Expertise in Contact Center

Nobody knows educational institution contact centers like us. Our premise, hybrid, and cloud native platform expertise coupled with hands on experience in your vertical combine to create a unique skill set.

Trusted Advisor for the Full Stack of Managed Services

Built on a legacy of trust, our enterprise focused IT Managed Services program proactively addresses the educational institution’s technology challenges. Our proven, scalable approach to modernizing education organization’s technology stacks streamlines issue management and remediation, identifies cost optimization, and aligns with your institution’s readiness and appetite for change.