Rapidly unlock and secure the full potential of Amazon Connect with Waterfield Tech’s Xcelerator, tailored specifically for retail enterprises. From platform setup to project oversight, leverage comprehensive features including omnichannel and self-service, agent productivity tools, analytics and insights. Quickly Xcelerate your implementation of Amazon Connect. Effortlessly deploy and expedite digital innovation.

• Simplify complex system implementation and gain continuous operation innovation.
• Encompasses a wide array of features and configurations.
• Get a tailored package and custom configurations aligned with your retail goals.
• Transform your contact center and customer experience.
• Leverage the platforms born from the most innovative retailer in the world.

Key Advantages

Ensure Customer Satisfaction

• Manage dynamic call volumes efficiently and effectively with real-time monitoring without sacrificing service quality.
• Minimize long wait times during peak periods like black Friday and cyber-Monday.

Maintain Security, Protect Against Fraud and Meet Compliance Regulations

• Safeguard customer assets and data and meet robust security and encryption protocols, including PCI DSS standards and meet GDPR regulations.
• Integrate with identify verification systems and support multi-factor authentication methods.

Optimize Infrastructure for Operational Agility

• Integrate seamlessly with existing CRMs and core retail platforms for a unified customer experience across all channels.
• Improve IT efficiency, boost store productivity.
• Drive continuous innovation more quickly to meet changing customer demands.

Transform Customer Engagement With Omnichannel Capabilities

• Provide high quality, consistent, personalized customer communication/support leveraging voice, chat, and other channels.
• Deliver consistent brand experiences across a range of touchpoints including order status, payment, returns, shipping, delivery, and search.
• Elevate your brand, modernize across the organization, and enhance customer interactions using: o Amazon Lex for natural language understanding. o Amazon Polly for lifelike customer support.

Streamline Workflow for Operational Efficiency

• Ensure inquiries promptly reach the most qualified agents with intelligent routing.
• Meet and exceed service quality, responsiveness, and resolution times with a customer-centric approach.
• Design contact flows and onboard agents in a matter of minutes.

Derive Actionable Insights for Continuous Improvement

• Deploy AI powered insights, analytics, and call transcription.
• Track key metrics, identify trends, and enhance performance.
• Integrate with Contact Lens for sentiment analysis.

Scale When You Need To

• Leverage a full range of expert resources, technical support, and advice on evolving your platform.
• Go beyond simple implementation and native capabilities to customization and optimization if you wish.
• Transform performance to create more engaging customer experiences.

Why Waterfield Tech

Waterfield Tech transforms customer engagement for organizations worldwide. Operating across six continents, our employees leverage a consultative, client-centric approach to design, build, and manage scalable, omnichannel and AI-enabled customer experience solutions. Our breakthrough innovations in contact center technology, applied artificial intelligence (AAI), and workforce engagement reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce.

Your AI Outfitters

The race to leverage AI has already begun. With multiple paths to the summit, you need to find the one that’s right for your retail organization. As your AI Outfitters, we help you pick the right path and arm you with the tools, talent, and techniques to evolve your contact center into an AI first customer experience.

Unparalleled Expertise in Contact Center

Nobody knows retail contact centers like us. Our premise, hybrid, and cloud native platform expertise coupled with hands on experience in your vertical combine to create a unique skill set.

Trusted Advisor for the Full Stack of Managed Services

Built on a legacy of trust, our enterprise focused IT Managed Services program proactively addresses the retail industry’s technology challenges. Our proven, scalable approach to modernizing organizations’ technology stacks streamlines issue management and remediation, identifies cost optimization, and aligns with your organization’s readiness and appetite for change.