Sold by: Call Center Power
This is a fixed-price Amazon Connect channel expansion service that adds chat, SMS, email, and task management to existing voice-only Connect deployments and includes channel design, flow development, agent UX, reporting, and hypercare go-live support. Tiered pricing (see below).
Overview
This service is for existing customers who have migrated to Amazon Connect and only use voice to engage customers and want to use additional digital channels to reach customers. This is a fixed-price, fixed-timeline engagement that adds digital channels—chat, SMS, email, and task management—and omnichannel analytics and reporting.
WHAT WE DELIVER Every engagement covers the full channel lifecycle: Channel Strategy & Design: customer journey mapping, channel routing architecture, escalation and queue design for each new channel; Amazon Connect Configuration: chat widget setup, SMS (Amazon Pinpoint integration), email (Amazon Connect email or SES routing), Tasks workflow configuration; Contact Flow Development: new channel-specific flows, unified queue and routing profile updates, transfer-to-agent and callback logic, business hours and emergency messaging; Agent & Supervisor Experience: Amazon Connect agent workspace configuration, multi-channel queue panel setup, supervisor real-time dashboards, channel-specific status and ACW settings; Reporting & Analytics: Amazon Connect Contact Lens enablement across new channels, channel-specific KPI dashboards, transcript and sentiment analytics, cross-channel contact attribution; Integration: CRM screen-pop for new channels (Salesforce, Microsoft Dynamics, ServiceNow, or custom), Lambda-based routing logic, Lex bot integration for chat/SMS self-service; Testing & Go-Live Support: end-to-end UAT plan, load testing for chat/SMS, hypercare coverage during first 5 business days of live operation
THREE FIXED-PRICE TIERS Foundation ($35,000). 4 week engagement for up to 150 seats; Adds one digital channel (chat or SMS); Advanced ($55,000). 6 weeks engagement for 150–500 seats. Adds up to three channels (chat, SMS, email); Enterprise ($75,000). 8 week engagement for 500+ seats or multi-site. Full omnichannel deployment (chat, SMS, email, Tasks).
Highlights
- Management team has 35+ years contact center experience
- Deliver comprehensive contact center operational assessments across staffing, training, quality, workforce management, technology, analytics, and performance improvement.
- We cover every stage of your contact center journey, from strategy and technology to staffing and ongoing operations.
Details
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Deployed on AWS
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