AWS Marketplace

Amazon Connect & AWS Partner Solutions available in AWS Marketplace

In today's hyper-competitive market, customers have more choices than ever. Each interaction is an opportunity to win loyalty or lose a customer. With overwhelmed consumers juggling countless demands and endless choices, delivering anything less than exceptional experiences is a lost opportunity. The companies that thrive tomorrow will be those that invest in remarkable customer experiences today. Thus, it’s vital for companies to prioritize their customer interactions, and take the necessary steps and investments to ensure that every customer has the best possible experience.

Unlock Seamless Customer Engagement

Amazon Connect, the AI-powered contact center from AWS, has revolutionized customer service, and businesses can further accelerate and customize Amazon Connect using AWS Partner solutions. Whether you need seamless Microsoft Teams integration through P3Fusion, lightning-fast deployment with SoftwareOne's QuickStart, or comprehensive omnichannel management via ConnectPath CX, these partner solutions amplify Amazon Connect capabilities to help your organization accelerate innovation. This guide introduces the power and potential of Amazon Connect and recommends partner solutions available in AWS Marketplace.

What is Amazon Connect?

Amazon Connect is the cloud contact center that enables companies of all sizes to deliver superior customer experiences at lower cost. With Amazon Connect, you can stay ahead of changing customer expectations by rapidly delivering improvements to your customer experience that help retain existing customers and attract new ones. Non-technical business leaders or experienced administrators can instantly and easily optimize the customer experience in just a few clicks, delighting customers with a more personalized agent and self-service experience across their channel of choice.

With built-in AI- and ML-powered features, new agents are productive from day one, and experienced agents become superhuman in their ability to solve complex customer problems quickly. Flexible analytics give you data to turn into actionable insights and continuously improve your contact center while lowering costs.

Are AWS and Amazon Connect the same?

Amazon Connect is a service offered by Amazon Web Services (AWS).

Key Features of Amazon Connect

AI-Powered Contact Center Solutions

Omnichannel customer experience

Amazon Connect helps you delight customers by resolving their issues quickly with personalized and proactive experiences across the channels they prefer.

Agent productivity

Amazon Connect empowers contact center agents to deliver great customer experiences from day one, with a comprehensive set of AI-powered capabilities that automatically determine a customer's issue, provide contextual customer information, and recommend personalized and accurate responses and next best actions for faster resolution. Agents leverage a unified workspace that enables everything agents need to be at their fingertips to provide personalized service to their customers.

Analytics, insights, and optimization

Amazon Connect enables businesses to measure, track, and improve contact center performance and achieve their business goals. Using AI/ML-powered analytics and optimization capabilities, businesses can proactively detect and address issues with customer experience, agent performance and contact center operations. Businesses can gain real-time insights from customer interactions, easily identify agent coaching needs, forecast contact volume to optimize staffing, and make the best use of their agents to improve customer satisfaction, reduce costs and optimize contact center operations.

Benefits of Amazon Connect

Cost-Effective and Scalable Innovation

Drive efficiency

Amazon Connect is built from the ground up as a single application. Customers can consolidate their technology stacks and see efficiencies from AI across multiple personas and touchpoints.

Control costs

Amazon Connect offers pay-as-you-go pricing, so you only pay for what you use. Customers can scale up or down to meet demand.

Increased satisfaction

Businesses are empowered to continuously innovate and experiment with new features. Easily test and implement new capabilities across the customer journey to deliver superior customer experiences.

Connect with AWS Partners to boost efficiency & integration

AWS Partners offer a suite of Amazon Connect-specific solutions that enable customers to boost efficiency, innovate faster, and maximize value. Below, you will find a suite of AWS Partner solutions that complement Amazon Connect to help you achieve your business goals faster.

Getting Started with Amazon Connect

To create an Amazon Connect instance, follow these steps:

Configure identity management via the Amazon Connect console.
Assign an administrator for the instance.
Set the telephony settings to control whether agents can receive and make calls.
Configure data storage settings.
Review your configuration settings, then confirm the creation of the instance.

To make the most of this tool, it helps to embrace certain best practices, like:

Omnichannel
Offer as many channels of support as you can to give customers and agents options.

Training
Ensure agents are trained and informed about the tools and methods they employ.

Feedback
Ask your customers and agents for feedback about the support system to see where you can improve.

You can find numerous more detailed step-by-step guides and other helpful resources provided on the official Amazon Connect space. Then, when you’re ready to make the most of Amazon Connect, choose your trusted partner from the list above to make the most of this service.