Pragma’s team of specialists focuses on implementing and improving user experience when solving a problem related to your product or brand in the contact center, where omnichannel, self-service, automation, and conscious and personalized relationships with each user are the priority.

Our team leveraging AWS services, such as Amazon Connect, Lex, Lambda, and others, will take your contact center and product to the next level, optimizing the costs associated with the platform, agents, and analytics behind the service received by each user.

We select each service to adapt it to the needs of our clients rather than the other way around, providing for greater flexibility and adaptation to unplanned changes, as well as deep knowledge of the client.

Each project begins with a contextualization phase in which we immerse ourselves in your product or brand and the regulations that may apply to define an MVP that delivers value to both the customer and the company.

With the MVP in place, we define and design the service flows based on customer typologies, defining the service channels.

Accordingly, our specialists will iterate in agile cycles of continuous value delivery to implement and adjust our customers’ claims.

Once our clients validate and test the flows, we perform the go-live and efficient monitoring to adjust the flows and make the data available for future exploration.

Pragma’s Omnichannel Contact Center service offers all its expertise in Customer Design Experience certified by AWS through the CDX competency to enhance the relationship between you and your customer.