Sold by: Call Center Power
Professional services to implement, integrate, migrate, and optimize Zendesk Contact Center and Amazon Connect. Services include full deployment of both platforms or migration to Amazon Connect with seamless integration into Zendesk Contact Center.
Overview
This engagement provides a structured approach to deploying Zendesk Contact Center, a cloud-based contact center solution that combines Amazon Connect telephony and routing capabilities with Zendesk customer service workflows and omnichannel support. Our hands-on delivery model includes planning, architecture, configuration, testing, deployment, training, and post-go-live operational support. Key Activities and Deliverables: 1/Amazon Connect Customer Configuration: Amazon Connect Customer instance deployment; IVR and contact flow development; queue and routing configuration; callback and voicemail configuration; real-time and historical reporting; telephone number porting and testing. 2/Zendesk Integration & Configuration: Zendesk integration enablement; agent workspace configuration; ticketing workflow integration; customer interaction history visibility; omnichannel workflow alignment; user and administrator configuration. 3/Customer Experience Optimization: CX/UX-focused IVR design; intelligent routing optimization; agent workflow enhancement; queue optimization; customer journey alignment. 4/Deployment & Migration Services: migration planning and execution; testing and QA; user acceptance testing (UAT); end-user and administrator training; production deployment support; post-go-live stabilization support.
Highlights
- Dually Qualified: We are an Amazon Connect Service Delivery Partner which makes us eligible for Amazon Connect MAP funding, and Zendesk Partner Program member - Premier Tier.
- Management team has 35+ years contact center experience.
- Deliver comprehensive contact center operational assessments across staffing, training, quality, workforce management, technology, analytics, and performance improvement.
Details
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Deployed on AWS
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