Enhanced Customer Experience with Amazon Connect

Transform your contact center to exceed expectations and optimize interactions with your customers.

The customer service landscape continues to evolve on a global scale, especially in this new digitally focused world. To keep up with ever-changing customer expectations, organizations need to rethink how to leverage the contact center. Legacy contact center solutions aren't equipped to support rapid change or innovation in response to demand volatility and changes in business needs and goals. As the demands of business continue to grow and become more complex, the ability to harness comprehensive information about customers, partners, and suppliers in real-time is a huge differentiator in an increasingly competitive market. Moving to a cloud-based contact center solution provides you with the technology and the data needed to enable contextual customer experiences and modern operational efficiencies that exceed customer expectations and scale your business. Slalom helps transform your contact center to get maximum value out of your strategic investments. 

AWS Partner Network | Competency


Australia, Canada, United Kingdom, United States


Enhance the customer experience

Give customers a fast, secure, high-quality, and personalized customer experience every time.

Increase retention

Build customer and employee trust and keep them coming back for more.

Increase flexibility

Serve your customers the way they want to be served, with omni-channel support.

Innovate quickly

Making changes to your contact center in a few minutes and clicks without using any code.

  • How it works
  • Slalom will assist you with a proof-of-concept (POC) foundational implementation and any associated data migration necessary to leverage Amazon Connect. The goal is to validate that Amazon Connect will satisfy your business case and enhance your contact center strategy. It starts with an ideation workshop with the goal of understanding the audience, business case, and technical considerations. Slalom partners with you to align on a strategic vision, discuss deployment and integration opportunities and the art of the possible. The next phase of the engagement includes an assessment of your existing contact center capabilities to provide recommendations and a roadmap, define workflow and service definitions and provide high level cost estimates for a production level workload. Planning for the POC, including prioritization and rationalization, pilot selection, and execution and telephony integration is followed by POC deployment and optimization.

    At project completion, Slalom will have provided the following deliverables: 1) prioritized product backlog, sprint plan and MVP, architecture diagrams, and a master test plan 2) production level Amazon Connect instances, IAM configuration, and AWS policy configurations, 3) full contact flow (IVR Menu) configuration 4) best practice recommendations for optimization including value validation, business outcomes, process rationalization, and hand-off materials/education. 

  • Key activities
  • 1) Ideation Workshop

    Introduce Amazon Connect, understand business and technical objectives, and discuss strategic vision.

    2) Assessment

    Assess your existing contact center capabilities and provide recommendations.

    3) POC Planning

    Prioritize, rationalize, and select pilot workload, as well as planning for telephony integration.

    4) POC Deployment

    Execute Connect POC, configure contact flows and IVR, define success criteria, and analyze KPIs and metrics. 

    5) Optimization

    Validate Connect value, iterate on strategy and execution, provide feedback, and best practice recommendations.

  • Customer contribution
  • IT and Engineering engagement

    Slalom will work hand-in-hand with development teams to ensure policy adherence and solution fit for purpose.

    Stakeholder alignment

    Ongoing input, focus, and validation from stakeholders is critical for long-term success.

    Implementation and feedback

    Slalom will implement alongside your team; ongoing collaboration and feedback is critical to the partnership.

    Customer experience team engagement

    Slalom will work with your customer experience team to understand your contact center needs and goals.

  • About this consultant
  • Slalom is a purpose-driven consulting firm that helps companies solve business problems and build for the future, with solutions spanning business advisory, customer experience, technology, and analytics. Slalom partners with companies to push the boundaries of what’s possible—together.

    Slalom is an AWS Partner offering consulting services and has achieved multiple AWS Competencies, including the AWS DevOps Competency, the AWS Digital Customer Experience Competency, and the AWS Migration Competency, among others. Slalom helps customers design, build, migrate, and manage their AWS deployments to reduce complexity and maximize value. Slalom consultants' expertise extends across next-generation infrastructure, custom development, advanced analytics, enterprise data management, and beyond. Whatever the solution, Slalom is focused on developing the best-fit AWS environment to meet your business needs and set the stage for long-term growth and sustainability.

  • Architecture diagram

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AWS Partner Highlights

Slalom’s AWS validated qualifications, customer references, and office locations.

AWS Competency Details

Slalom  has demonstrated deep AWS technical expertise and proven customer success.

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