Our Amazon Connect {QuickStart or Accelerate} offer provides an Amazon Connect, including:

• Up to 5 Phone Numbers
• Up to 100 agents
• Up to 5 call flows and 5 queues
• Up to 5 Routing Profiles
• Outbound Dialling
• DTMF call steering menus
• Call Recording
• Call Backs
• Agent Softphone or Agent Workspace
• Training of the out-of-box reports for Real-Time and Historical data
• Number porting where required
• Testing
• Training for train the trainer

Optional additional services - which can be deployed at the time of the QuickStart or turned on later. Some of these services may incur additional costs.

• Support Service (break/fix, how to questions etc)
• Amazon Lex bots
• Web Chat with agents
• CRM integration (e.g. Jira Service Management, ServiceNow, Salesforce, Zendesk, SugarCRM, KCustomer)
• Customer Profiles
• Multi-language support
• Contact Lens (Conversation Analytics)
• Step by Step Guides (Workflow Automation)
• Outbound Campaigns
• Optimization (WFM)
• Connect Tasks
• Connect Cases
• Voice Biometrics
• Wisdom - Knowledge Base integration
• SMS Outbound confirmations/notifications
• QuickSight Dashboards & Analytics
• PCI-DSS Compliant Payments
• Contact Centre Wallboards
• Social Channels (SMS, WhatsApp, Facebook etc)
• Text-based Virtual Assistant (bot) for Navigation or FAQs (up to 10 intents)
• Live chat with agents

How we do it Our collaborative, agile approach supports clients through the entire delivery to meet their business outcomes. We use our accelerators to implement an instance of Amazon Connect based on best practices, whilst we are working with the stakeholders to understand your requirements, then design and prototype your journeys to meet your expectations.

We also believe you should be empowered and will help you become self-sufficient in the management of your contact centre, knowing that we are there to support you on going, with queries, future projects etc.

Our Expertise & Services Devoteam is an AWS Premier partner with a number of delivery competencies including the Amazon Connect SDP with resources across 25 countries, as well as being a Atlassian, Salesforce Platinum partner and Elite ServiceNow partner. We pride ourselves in the personal touch working with organisations with the ability to scale.

We can assist with integration to CRMs and backend systems that are required in the customer journey. We can also help with using multiple channels for interactions as well as the use of virtual assistants (Chatbots) to meet the customer and your needs.

Our team can also assist with customer insight and analytic solutions to improve your customer and employee experience.