Amazon Connect for a Cloud Contact Center

Amazon Connect is an agile, cost-effective cloud contact center with a pay for what you use model on Amazon Web Services. It’s highly customizable from a basic to a very complex deployment. Amazon Connect harnesses the power of AI and incorporates intelligent call flows to identify agents with a required language, agents with a level of product knowledge or can query a catalog for product availability! Integrate Amazon Connect with your CRM data and customer service agents are equipped with a customer’s profile that results in a more personalized interaction thus adding to the customer’s delight. Ensure your customer service agents interact with professionalism by incorporating Amazon Connect’s ‘sentiment’ features, including Manager Alerts. Analyze your call center and customer service agents’ productivity with ML reporting metrics, one of Amazon Connects’ innovative features.

New to the cloud? That’s okay 😊 Threadfin’s experienced team excels at greenfield deployments!

Threadfin can stand up an Amazon Connect cloud contact center solution as a proof of concept that should run for at least 90 days to fully realize the value of its innovative and cost-effective solutions and to gain insights to compare to the function and costs of your legacy contact center.

Threadfin’s Engagement Methodology:

Discovery and Design workshop: Conduct a collaborative workshop with your business stakeholders to fully understand all business requirements, capacity demands, and existing infrastructure.

Review Design: Hold a collaborative session to finalize acceptance of the proposed architectural build, feature functionality, and potential costs. Design accepted and implementation activities are scheduled.

Implementation: Deployment and configuration sessions will be conducted as agreed upon in the Review Design session. Solutions are tested for feature functionality.

Engagement Close Out: Hold a collaborative session to confirm acceptance. Post implementation support in the form of Ad-Hoc Managed Services can be added. Submit the AWS Customer Satisfaction Response form.