Sold by: iQanto
Modernize inbound and outbound contact centers with Amazon Connect, enhanced by generative AI, virtual agents, and agentic workflows for CX automation and insights.
Overview
Replace legacy PBX and on-premises contact centers with a modern, AI-native cloud solution on Amazon Connect. Our engineers design and deliver end-to-end inbound and outbound contact centers — voice, chat, SMS, email, and messaging — integrated with your CRM, workforce management, and back-office systems. Every deployment is hardened for security, compliance, and scale, with routing profiles, queues, flows, and agent experiences tailored to your operational model.
We embed AI at every step: Amazon Lex and Amazon Q in Connect power self-service and real-time agent assist; Contact Lens for Amazon Connect delivers automated quality management, sentiment, and redaction; Amazon Bedrock drives summarization, next-best-action, and agentic workflows that handle routine requests end-to-end. Outbound campaigns use Amazon Connect outbound campaigns with list management, pacing, and compliance controls. Integrations with Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, and custom CRMs are delivered through AWS Lambda, Amazon API Gateway, and AWS AppSync.
This offering relates to the following AWS services: Amazon Connect (including outbound campaigns, Customer Profiles, Cases, Tasks, and Voice ID), Amazon Lex, Amazon Q in Connect, Contact Lens for Amazon Connect, Amazon Bedrock, Amazon Polly, Amazon Transcribe, AWS Lambda, Amazon API Gateway, Amazon Pinpoint, Amazon Kinesis Data Streams, Amazon S3, Amazon QuickSight, and AWS KMS.
Highlights
- End-to-end Amazon Connect deployment for inbound, outbound, and omnichannel customer experience — voice, chat, SMS, email, and messaging — with CRM, WFM, and back-office integrations tailored to your operations.
- AI-powered self-service and agent assist with Amazon Lex, Amazon Q in Connect, and Contact Lens for Amazon Connect — delivering real-time transcription, sentiment, next-best-action, and automated quality management.
- Agentic workflows on Amazon Bedrock that automate routine contacts end-to-end, compliant outbound campaigns with list management and pacing controls, and full analytics dashboards in Amazon QuickSight.
Details
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Delivery method
Deployed on AWS
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Pricing
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Support
Vendor support
Our Contact Center Professional Services team delivers and supports each engagement end-to-end — from discovery and architecture, through implementation and go-live, to knowledge transfer and post go-live support scoped to customer requirements.
Contact:
- email: aws@brinel.ro
- URL: <www.brinel.ro/en/contact >