With a dedicated team of experienced contact centre and AWS certified professionals, CyberCX can help you deliver engaging, personal experiences to your customers and start to see the benefits rapidly. By leveraging knowledge and expertise gained from client successes across a variety of industries, CyberCX Amazon Connect Foundations accelerates your time to value, whether you are migrating from existing contact centre technology or starting from new.

Working with you, we build out solid foundations based on best-practice, including landing zone development, Amazon Connect and AWS services implementation and AI/ML integration. This enables us to rapidly build, test and iterate the customer service experiences which are important to you, through customer journey design, experience and interaction design, service implementation and migration, and post implementation support and training. Your customer service professionals are engaged early and throughout the process, helping ensure self-sufficiency in ongoing operations.

This proven foundational approach creates a platform which you can continue to iterate and provide your customers with new and engaging experiences. Through our expertise with the AWS ecosystem, we can work with you to continuously enrich and improve customer experience, heighten agent efficiency and enhance overall usability and functionality. This includes integration with third-party products such as agent desktops, omnichannel connections for social media, data analytics and observability, CRM and case management systems.

Deliverables

As each implementation has different requirements, deliverables will vary and are defined for each client as part of the early stage discovery and design work. Typically these will include:

• Discovery and design workshops
• Customer journey and interaction design
• IVR and call flow design
• Sprint plan and user stories
• Landing Zone design and build
• Authentication and provisioning design and build
• Connect instance design and build
• Call flow configuration and implementation
• Service and data migration
• Service testing
• As built documentation
• Training guide and training sessions - end user and administrator

Getting started

Reach out to aws-sales@cybercx.com to learn more about this product.