Amazon Connect - Proof of Concept

Amazon Connect by Acceleraate (POC) delivers a modern, scalable, and flexible cloud-based CCaaS solution for medium and enterprise organisations, enabling the rapid delivery of a voice contact centre to improve customer engagement and simplify agent experience.

Whilst Amazon Connect is billed as a self-service solution, for most organisations the contact centre is mission critical, so it’s important that the solution is designed and built to AWS best practice. That’s where Acceleraate comes in. With over 6 years’ experience implementing Amazon Connect for some of the world’s best-known brands and businesses, we understand the potential pitfalls, and we know how to deploy Amazon Connect to provide maximum stability and maximum value.

What do we do?

We will deliver a rapid Amazon Connect Proof of Concept (POC), designed and delivered to AWS Best Practice. This design, deployment and training package includes:

• Amazon Connect instance setup in customer’s own AWS account
• Up to 10 Phone Numbers
• Outbound Dialling
• 1 IVR DTMF Options Menu
• Up to 10 Customer Service Queues
• English Language support
• We will configure up to 10 Agents (you can add more if you wish)
• Up to 5 Routing Profiles
• Call Recording
• Testing
• Documentation
• User Guides & Train the Trainer

How do we do it?

Our Amazon Connect PoC process is laser-focused on delivering quickly. Our expert consultants will undertake a discovery and planning session to finalise the scope, and then we’ll deploy our expert engineers onto the deployment. Our experience and expertise means we can typically deliver a production-ready Amazon Connect PoC within 2-3 weeks.

Optional Packages

We understand Amazon Connect inside-out, and we can support you in a variety of other areas and use cases related to customer engagement and agent experience. Optional packages include:

• POC Support Service (break/fix, how to questions etc)
• Amazon Lex bots
• Webchat channel
• CRM integration (e.g. Salesforce, Zendesk, ServiceNow, Dynamics)
• Data Lake integration
• Customer Profiles
• Multi-language support
• Contact Lens (Conversation Analytics)
• Step by Step Guides (Workflow Automation)
• Outbound Campaigns
• Optimization (WFM)
• Voice ID
• Wisdom
• QuickSight/MI/Analytics

Please contact us to discuss your project in more detail.

About Acceleraate

Acceleraate is a UK-based boutique SI and Managed Service Provider. We are CX & CCaaS optimisation specialists, driving continuous improvement, inspiring loyalty, and helping our clients to build relationships that last. With over 6 years of hands-on experience designing, implementing, and managing Amazon Connect for some of the UK’s best-known businesses and brands, we enable CX transformation and iteration, whilst delivering ongoing efficiency improvement.