Rapidly unlock and secure the full potential of Amazon Connect with Waterfield Tech’s Xcelerator. Designed to meet the distinct needs of financial organizations, access platform activation to project governance, key features, quality management, analytics, reporting and more. Quickly Xcelerate your implementation of Amazon Connect and deploy with ease.

• Simplify complex system implementation and gain continuous operation improvement.
• Encompasses a wide array of features and configurations.
• Get a tailored package and custom configurations aligned with your goals
• Transform your contact center and customer experience.

Key Advantages

Ensure customer satisfaction

• Manage dynamic call volumes efficiently and effectively with real-time monitoring.
• Minimize long wait times during peak periods like tax season or market volatility.
• Meet and exceed service quality, responsiveness and resolution times with a customer-centric approach.

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.
• Meet GDPR regulations, Dodd-Frank Act, Sarbanes Oxley and Consumer Financial Protection Bureau guidelines and adherence to best practices.
• Integrate with identify verification systems and support multi-factor authentication methods.

Upgrade infrastructure for operational agility

• Integrate seamlessly with existing CRMs and core banking platforms including Jack Henry and others for a unified customer experience across all channels.
• Maintain continuity of operations and minimize downtime with built-in redundance and failover capabilities.
• Better equip your organization to handle complex inquiries, account management, transactions, loan applications, and more.

Optimize customer engagement with omnichannel support

• Provide high quality, consistent, personalized customer communication/support leveraging voice, chat, and other channels while maintaining security and compliance standards.
• Elevate your brand, modernize across the organization, and enhance customer interactions with Amazon Lex for natural language understanding with AI and Amazon Polly for lifelike customer support.
• Integrate with Amazon Connect Voice ID for biometric authentication and Contact Lens for sentiment analysis.

Streamline workflow for operational efficiency

• Leverage automation and ensure inquiries promptly reach the most qualified agents with intelligent routing.
• Design the contact flows and onboard agents in a matter of minutes.
• Meet staffing requirements.

Derive actionable insights for continuous improvement

• Deploy AI powered insights, analytics, and call transcription.
• Track key metrics, identify trends, and enhance performance.

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 financial 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 financial 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 financial 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 firm’s readiness and appetite for change.