Cloud Call Center based on Amazon Connect

Insight’s Amazon Connect packaged service helps you modernise your contact centre by deploying an omnichannel (voice, chat and tasks) customer engagement platform in the AWS cloud. We design and implement an Amazon Connect instance – including Agent Workspace, Connect Flows, Lex bots, and Amazon Q in Connect – so your agents can work from a single, intuitive interface with real‑time AI‑driven recommendations.

Over the course of the engagement, our architects work with you to understand your goals, define customer journeys, and configure up to three tailored contact flows with Lambda integrations to your existing systems (such as Salesforce, Zendesk or homegrown applications). We enable Amazon Connect Contact Lens for deep interaction analytics, configure redaction of sensitive data (PII/PHI), and integrate up to three data sources as knowledge bases for Amazon Q in Connect to power generative AI assistance for agents. We also customise the Agent Workspace with step‑by‑step guides, embed chat into your websites, and, where required, deploy a replica Amazon Connect instance in a second region using Amazon Connect Global Resiliency for cross‑region failover. You receive a fully configured, tested Amazon Connect environment, documentation, and knowledge transfer to help your team confidently operate, extend and scale your new cloud contact centre.