Overview
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 deliver Amazon Connect solutions using the latest AI features using Amazon Q and Bedrock such as
Agent Assistance - reducing agent handle time and onboarding time, improving first contact resolution and customer satisfaction
Supervisor Assistance - reducing post-call review time and improving agent performance
Intelligent IVR routing
In-app, web, and video capabilities
The Connect QuickStart package for Amazon Connect provides the discovery of your requirements, implementation of Connect, SAT, UAT, training, and go-live support.
Our Connect QuickStart offer provides a predictable migration to Amazon Connect, including:
Up to 100 agents
Up to 5 call flows and 5 queues
Up to 5 Routing Profiles
Up to 20 total menu items
Announce Estimated Wait Time in Queue
100% Call Recording
Implement ContactLens for transcription, sentiment analysis, and call categorization - Text-based Lex bot for FAQs (up to 20 intents or 20 responses)
Live chat with agents
Refinement and Training of the out-of-box reports for Real-Time and Historical data
Knowledge Transfer session to equip your administrator(s) with the operational details
Softphone integration with Salesforce, Zendesk, or ServiceNOW.
By the end of this journey, we will help you become self-sufficient in the management of your AWS Connect platform supported by the knowledge that we are there to support you with queries and future projects.
Highlights
- A Comprehensive Amazon Connect Implementation: Our QuickStart and Accelerate offers a robust set of features like up to 100 agents, 5 phone numbers, call flows, queues, routing profiles, AI features, Live chat, DTMF menus, call recording, and more.
- Flexible Additional Services and Support: Beyond the core offerings, we provide optional services such as break/fix support, Amazon Lex bots, web chat, CRM integration with platforms like Salesforce and ServiceNow, multi-language support, conversation analytics, workflow automation, Bedrock and various customer engagement tools. These can be implemented initially or added later, with some incurring additional costs.
- Airwalk Reply is part of the Reply group of companies with over 1k AWS certs. Our collaborative and agile approach focuses on understanding and meeting client requirements through best practices. We are an Amazon Connect Delivery.
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To discuss your exact requirements please contact us at: commercial.services@airwalkconsulting.com or https://airwalkreply.com/contact-us