Sold by: Call Center Power
Professional services to deploy, migrate, and integrate Amazon Connect with Pega Customer Service. Choose from three engagement options: migrate your existing contact center to Amazon Connect and integrate with Pega, deploy and integrate a new Amazon Connect environment, or integrate existing Amazon Connect and Pega Customer Service deployments.
Overview
This service deploys and integrates Pega Customer Service™ with Amazon Connect creating a unified, end to end customer service solution, supported by the Amazon Connect Intelligent CTI and IVR integration package available through the Pega Marketplace. The service integrates Pega Call™ with Amazon Connect to deliver the core CTI capabilities—including screen pops, agent controls, click to call, and call routing event handling—that enable seamless telephony integration for agents and service operations. Key Activities and Deliverables 1/Amazon Connect Implementation: Amazon Connect environment deployment; contact flow development; queue and routing configuration; omnichannel enablement; voice and chat setup. 2/AI & Automation: Amazon Lex and BYOB chatbot integration; Amazon Q in Connect implementation; real-time AI assistance; conversational IVR automation; intelligent routing and agent assist. 3/Pega Call Integration: configure Pega Call adapter for Amazon Connect (embed the CCP softphone in the Constellation portal); define ANI-to-case screen-pop rules and contact attribute mappings; define Click-to-Dial placement in in-scope Constellation views; confirm Pega platform compatibility. 4/Security & Compliance: security design aligned to industry requirements; encryption at rest and in transit; SSO integration with Okta; role-based access controls; AWS KMS integration.* 5/Analytics & Optimization:* Amazon Connect Contact Lens; QuickSight dashboards; sentiment analysis; QA scorecards; WFM forecasting and adherence. 6/Migration Services: Legacy platform migration: number porting and cutover; historical recording migration; UAT support; Hypercare and operational readiness.
Highlights
- Amazon Connect Service Delivery Partner and eligible for Amazon Connect MAP funding.
- 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.
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