Route voicemail (and other API) initiated contacts to Amazon Connect queues or to other third-party systems
Expanding on the Voicemail for Amazon Connect solution, which helps call-center managers and administrators automate voicemail solutions using Amazon Connect, CloudHesive provides the Voicemail Queues for Amazon Connect AWS Solutions Consulting Offer. This consulting engagement builds on Voicemail for Amazon Connect to solve common challenges around voicemail workflow management.
In order to address issues such as missed or overlapping followups, Voicemail Queues for Amazon Connect pushes voicemails to agents via Amazon Connect queues and provides management insight and oversight around agent responsiveness to voicemail contacts. The solution provides managers with the ability to report on agents' activity while on "call" with the voicemail in order to capture the agent-specified outcome and any additional activities taken by the agent. CloudHesive can also secure access to your voicemail media by integrating with common identity providers.
CloudHesive can implement Voicemail Queues for Amazon Connect in a new or existing Amazon Connect instance with or without an existing Voicemail for Amazon Connect deployment. In the course of the consulting engagement, CloudHesive will develop and test your customized Voicemail Queues for Amazon Connect solution before deploying it in your environment and providing optional post-go-live support.
Availability
Argentina, Chile, Columbia, Paraguay, Peru, United States, Uruguay
Benefits
The solution allows for end-to-end reporting of voicemail activity.
As deployed, the solution provides support for common use cases or can be customized for your needs.
Supports existing deployments of Amazon Connect and the Voicemail for Amazon Connect solution.
Can be extended to route contacts to your customer relationship management (CRM) system or route other types of contacts to Amazon Connect.
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How it works
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Key activities
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Customer contribution
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About this consultant
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Architecture diagram
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How it works
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The Voicemail Queues for Amazon Connect AWS Solutions Consulting Offer extends the Voicemail for Amazon Connect solution by providing authenticated access to voicemail using Amazon Cognito and integration with Amazon Connect by routing voicemails as native Amazon Connect contacts. This integration is performed via a number of AWS services.
The solution supports a number of queues out of the box as well as common canned reports generated by Amazon QuickSight and native Amazon Connect reporting capabilities.
During the implementation process, CloudHesive works with you to identify desired customizations, such as integrating with an enterprise directory, a security assertion markup language (SAML)-compliant identity provider, an enterprise data warehouse, or a business intelligence platform. CloudHesive also evaluates the deployment approach, including design of queues and routing profiles; customer experience; agent experience; trainer and supervisor experience; and training, testing, and go-live plans.
Further customization is supported during implementation by CloudHesive. This customization might include routing of voicemail contacts to other application programming interface (API)-capable destinations, including CRM systems like Salesforce, or accepting other types of contacts in addition to voicemail such as WhatsApp, Facebook Messenger, SMS, Twilio email, email forms, and more.
CloudHesive offers post-go-live support of Amazon Connect, Voicemail for Amazon Connect, and the Voicemail Queues for Amazon Connect solution as a monthly managed services offering. Support includes access to our Amazon Connect integrated management interface powered by Centricity, cost management, and ongoing best practices reviews.
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Key activities
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1) Existing deploymentExisting Amazon Connect footprint is evaluated to plan new solution build-out.
2) Integration and reportingImplementation plan is built to address existing integration points and reporting requirements.
3) Test deploymentSolution is deployed to test environment to validate production fit and test support for customer requirements.
4) TestingCustomizations deployed above are tested by customer for fitness and integrations and reporting validated.
5) Production deploymentTested solution is deployed to production by CloudHesive, via CloudHesive-supplied template.
6) Post-deployment supportPost-go-live support is provided by CloudHesive.
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Customer contribution
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Walkthrough
Customer walks CloudHesive through their existing deployment and requirements.
Test environment
Customer provides test environment to CloudHesive for development and templating of solution.
TestingCustomer tests solution to validate integrations and reporting as well as production deployment approach.
Coordination
Customer communicates procedural changes as part of solution deployment.
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About this consultant
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CloudHesive is an AWS Partner offering consulting services and an AWS Managed Service Provider Partner. CloudHesive has achieved the Amazon Connect Service Delivery designation as well as a number of AWS Competencies, including the AWS Digital Workplace, AWS Digital Customer Experience, AWS SaaS, and AWS DevOps Competencies. CloudHesive was founded in 2014 by veterans in the cloud technology space and help customers adapt and transform their organizations by leveraging the power of the public cloud ecosystem through consulting and next generation managed services with a focus on operational excellence, security, reliability, performance efficiency, and cost optimization. CloudHesive serves customers in North America and South America with headquarters in Fort Lauderdale, FL, and offices in Norfolk, Virginia; Santiago, Chile; and Buenos Aires, Argentina.
CloudHesive's expertise aligns to customers' enterprise needs, ranging from business tools such as Amazon WorkSpaces with the Centricity Secure Workplace for Government AWS Solutions Consulting Offer, to application platforms supported by CloudHesive's Next-Generation Managed Services practice, to supporting customers' Centers of Excellence via governance, cost management, and information security services and support.
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Architecture diagram
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Click to enlarge
This architecture diagram maps out the tech stack required for this solution.
This technology is available for self-deployment as an AWS Solutions Implementation. For details, click here.
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