The Amazon Connect Service Delivery Partners have been validated for their Amazon Connect expertise through the AWS Service Delivery Program. The AWS Service Delivery Program recognizes APN Partners with a verified track record of delivering specific AWS services and workloads to AWS customers, including Amazon Connect.
The Accenture AWS Business Group (AABG) combines the resources, technical expertise and industry knowledge of Accenture and AWS and brings it to the Contact Center, leveraging the powerful Amazon Connect platform. Our 4,000+ AWS-trained technologists across Accenture and AWS’s global footprints of 150+ countries are architecting and deploying AWS and Amazon Connect solutions across a diverse set of clients and industries, taking advantage of the Amazon Connect and AWS ecosystem capabilities to unlock significant customer experience, financial and operational benefits. Our Contact Center practice brings a deep understanding of the challenges and critical success factors for migrating to cloud, and transforming Contact Center operations.
With 12+ years of industry experience in transforming contact centers, Cognizant has been cited as a leader in Customer Experience (CX) by Gartner. We employ 4,000+ CX consultants who assist 300+ clients across the CRM landscape. A digital powerhouse, we combine CX/UX strategy, design thinking, and experience design to forge solutions in conversational AI, cognitive intelligence, virtual reality, augmented reality, and IoT.
As an Amazon Connect Go-to Consulting Partner, we have 2400+ certified AWS professionals and 175+ clients who have leveraged our 40 transformational blueprints to transition to AWS.
Deloitte is pleased to have been named an Amazon Web Services launch partner for Amazon Connect, enhancing its contact center capabilities. From strategy through implementation, Deloitte assists clients in implementing Amazon Connect, frequently at a lower cost than traditional solutions. Deloitte’s services help: define business case and strategy to improve B2B and B2C customer experience, define and prioritize features, transform capabilities, enable self-service utilizing Amazon Connect, and leverage the AWS ecosystem, to deliver holistic solutions.
TATA Consultancy Services (TCS) leverages the Amazon Connect platform, and incorporates a custom-built application to achieve a robust and future-proof contact center. It enables customers to leverage a feature-rich contact center that integrates with the existing database and web services applications, and can incorporate AI-powered conversational IVR. TCS custom-built applications, such as Wallboard, Reporting, and Agent Desktop, empower companies to achieve a perfect blend of components that meets their demands. TCS has a global presence and provides the Contact Center services in all regions of presence, provided the Amazon Connect service is available in that region/country.
VoiceFoundry (VF) is bespoke integration firm focused solely on the contact center and Amazon Connect. Boasting one of the longest tenured relationships with the Amazon Connect platform, VF supports clients from offices in North America as well as in Australia, New Zealand, Singapore and Western Europe. Practice areas include migration services from legacy premise or cloud based platforms, Amazon Lex and Amazon Polly development for automated customer experiences, and a broad suite of AWS migration services for S3, AWS Lambda, Amazon Kinesis, Amazon Transcribe, Amazon Comprehend and Machine Learning. In addition, VF offers end to end managed and support services, and custom software add-ins such as proprietary connectors to Salesforce and ServiceNow and custom agent desktop interfaces.
North America Partners
Aria Solutions is one of the first AWS APN partners to deploy Amazon Connect services and integrate Amazon’s new cloud-based contact center with other systems. We build contact centers and focus on delivering sophisticated, fully-integrated contact center capabilities – typically required for mid-size and large contact centers.
CloudHesive provides migration services from other cloud contact center solutions and/or legacy on premise PBX/ACD platforms to Amazon Connect. We focus on automating customer engagements by leveraging next generation Amazon services such as Amazon Lex, Amazon Polly, Amazon Transcribe, Amazon Comprehend and Amazon Kinesis as well as custom Amazon Connect solutions for conversational IVR solutions, customer satisfaction surveys, wall board implementations, custom desktop integrations, data integration to our customers data warehouse, and other core business solutions.
As an Advanced Consulting Partner, Lightstream has consulted, designed and delivered AWS cloud solutions since 2012. Our expertise in delivering AWS infrastructure combined with the benefits of Amazon Connect will allow customers to take advantage of machine learning, artificial intelligence (AI), personalized interactions, and self-service in your contact center. Lightstream offers introductions and technical training for Amazon Connect, AWS infrastructure services, 3rd party (ISV) Partners, and review of pricing models. We can also provide consulting services to provide TCO analysis of moving to Amazon Connect that can be completed in just a few days.
Symbee is an AWS Standard Consulting Partner and Marketplace SaaS provider specializing in Amazon Connect with customer engagement solutions. Our key offers are consult, design, build, implement, and to support customers in migrating premise-based solutions or building new Amazon Connect solutions. Symbee Connect SaaS offers strategic enhancements to Amazon Connect through Omni-Channel engagement delivering Voice, WebChat, SMS, Social, Preview Dial and Email. Symbee Connects SaaS approach brings other solution access, like Plantronics, Jabra, and Sennheiser headset controls for the agent, multiple CRM integrations, and access to our other partners like Voice Base for PCI Redaction and Transcription.
USAN is a certified AWS Consulting Partner offering design, integration and implementation services for effective self-service and conversational experiences. Service offerings include USAN Jumpstart for Amazon Connect, an affordable two-week engagement that delivers a production Proof of Concept, immediately demonstrating the value of an Amazon Connect deployment. USAN also provides out-of-the-box solutions for Amazon Connect as a Seller in the AWS Marketplace, such as Visual IVR and USAN Engage, an omnichannel orchestration platform. With over 25 years of hosted contact center experience, USAN has a proven methodology for deploying successful and impactful Amazon Connect solutions.
Connect Managed Services is proud to be one of the most skilled and experienced partners for the Amazon Connect service in the UK. Since the launch of the service in the UK, Connect has engaged at a strategic level with the Amazon Connect team. We are in a unique position to build services and integrations within Amazon Connect to facilitate co-existence within hybrid contact center technology environments. We are Amazon Connect’s go-to partner for programs which require complex integration. A testament to this is Connect being the only partner globally to have worked with Amazon to re-develop its CCP for one of its top 5 global customers.
ECS is a UK based Amazon Connect Go-To Partner with over 50 Amazon Connect trained specialists and growing fast. ECS is focused on enterprise customers, particularly in financial services, and brings a wealth of experience, scale, and proven capability to design, plan and implement optimum AWS solutions for some of the biggest, most demanding and heavily regulated businesses in the UK.
Cloud enabling your business: Customers across branches and of all sizes trust tecRacer to help them build their next generation Contact Center with Amazon Connect. tecRacer’s team of experts combines our deep AWS knowledge with specific routing expertise, creating a powerful team. Together, we build your AI-driven outstanding customer experience.
NTT Communications is an Advanced Consulting Partner with extensive contact center experience in Japan. NTT Communications provides consultancy, architecture, security and cloud services to optimize the information and communications technology (ICT) environments of enterprises. Leveraging over two decades of domain expertise and knowledge of legacy contact center technologies, NTT Communications facilitates faster and efficient migrations to Amazon Connect and related AWS components. NTT Communications can also integrate Amazon Connect to COTOHA, a Japanese Semantic Analysis and Context Understanding AI Engine.
APN Technology Partners provide software solutions that are integrated with Amazon Connect to create Customer Experience solutions. APN Technology Partners include Independent Software Vendors (ISVs), SaaS, PaaS, Developer Tools, Management and Security Vendors.
CallMiner is a proud provider of speech analytics solutions for improving agent performance. With 14 years of industry leadership and over 2 billion hours of conversations mined, we are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions. CallMiner Eureka is a cloud-based customer engagement analytics platform that uses artificial intelligence (AI) to transform your Amazon Connect voice interactions into structured data, and analyzes the data to uncover powerful business insights about your customers and contact center performance.
Founded in 2007, DialogTech provides actionable marketing analytics for businesses that value inbound phone calls. Consistently recognized as the leader and pioneer in call analytics and optimization, DialogTech is the trusted voice management platform for Fortune 500 brands, agencies, and fast-growing companies. DialogTech is a cloud-based voice management platform that integrates with Amazon Connect and helps organizations gather data on every call, in order to learn what elements lead to more successful calls. DialogTech enables your marketing team and sales agents to personalize each customer's journey with your brand and fine-tune the sales funnel for future customers.
SuccessKPIs is a pure SaaS analytics platform for the Amazon Connect Contact Center. Using rich BI tool, Connect customers, from 5 to 50,000 seats, SuccessKPIs can not only perform IVR, ACD, speech/text analytics, and quality monitoring, but also blend the data seamlessly with external sources like Salesforce or Marketo to get a 360 degree view of the contact center. Fully built and deployed in AWS, its multi-tenant platform is a symphony of design and cloud engineering to allow customers drive business outcomes through actionable analytics.
VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. Our flexible APIs allow developers and enterprises to build scalable solutions by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. The VoiceBase integration makes it easy for Amazon Connect users to surface and analyze voice data from their contact center that can drive better customer service, improve agent training, optimize sales, monitor for compliance, and scrub sensitive data from Amazon Simple Storage Service (Amazon S3) buckets.
Customer Engagement Management/Digital Channels
Clinc creates unparalleled conversational experiences for the world's leading digital brands. Clinc's 'human in the room' AI understands messy and unscripted language, allows for corrections and backtracking and enables complex conversational flows. The Clinc integration makes it easy for Amazon Connect users to deliver the same human in the room conversational experience at enterprise scale within your IVR and digital channels. Please visit www.clinc.ai for more information.
Dextr.Cloud is a simple yet powerful dashboard for the AWS cloud contact center. Dextr.Cloud offers innovative cloud contact center solutions that empower mid-size and enterprise businesses to deliver great customer experience across all communications and messaging channels. Dextr.Cloud invests heavily in research and development to bring those innovations to global customers and partners.
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. eGain Solve is a customer engagement and knowledge management platform that helps resolve customer queries through social, mobile, web, and contact center channels.
Recursive Labs is the leader in digital customer engagement. With our patented visual engagement platform, you can interface live with your customers on any device, including native mobile Apps. Our enterprise grade platform allows you to be effective from the consumer all the way to compliance. To create the full integration with Amazon Connect we built the API first with open APIs.
SmartAgent develops products and services that increase the efficiency and reduce the operating cost of contact centres whilst improving customer satisfaction and agent happiness. Customer support has evolved. Modern communication is omnichannel and contact volumes, consumer expectations and operating costs have scaled beyond all recognition. SmartAgent gives you the right tools to stay ahead of the game and remain in control.
SpiceCSM allows organizations unparalleled capabilities to innovate and transform their business operations without expensive, time consuming rip and replace initiatives. SpiceCSM provides the Customer Engagement Hub (CEH) platform, which connects disparate systems, people, and processes, and orchestrates interactions to improve the customer experience. This integration of SpiceCSM with Amazon Connect provides an end-to-end contact center solution. With SpiceCSM’s ability to integrate with any disparate system, data can be fed to Amazon Connect and read back to the caller via automated processes defined in SpiceCSM’s workflow engine, and the caller can easily engage with live agents without breaking the contact flow.
Symbee is one of the first Amazon Web Services (AWS) Partner Network (APN) members to develop and deploy into production a full solution for Amazon Connect. Symbee Connect is a browser-based Agent solution that can be deployed on a PC and/or mobile devices! Symbee Connect Engagement drives digital interactions into the contact center by using a framework built to support Voice, SMS, WebChat, Social and all standard communication channels of today as well in the future. Symbee Connect Fusion will integrate Salesforce Lighting and other CRM solutions with Amazon Connect. The Symbee Connect Suite of solutions being announced are 100% focused on delivering a transformational customer engagement solution for our customers.
As an Amazon Web Services Technology Partner, USAN has built a set of pre-packaged solutions that extend the power of Amazon Connect. These solutions require no integration effort and can be seamlessly implemented to work in tandem with Amazon Connect services. USAN Contact Suite includes:
- Agent Desktop for Amazon Connect - an easy-to-implement application that brings the full power of Amazon Connect to the agent desktop, supporting screen pop, call dispositioning and integration with backend systems. It enables agents to receive, make and manage calls on Amazon Connect and supports configurable tabs with context-aware content and embedded websites.
- Dialer for Amazon Connect - an accessible, TCPA-compliant platform that manages outbound calling campaigns on Amazon Connect. See more about USAN Dialer in the Outbound category.
- Visual IVR For Amazon Connect – a capability that provides customers the personalized experience they expect on their mobile devices, adding omnichannel functionality to Amazon Connect contact flows in order to boost self-service adoption rates and improve customer satisfaction.
Verint Employee Desktop™ on Amazon Web Services is a dynamic, easy to-use, multichannel, and knowledge-based desktop which provides unified access to the applications and information required by employees handling customer cases. Combining knowledge management, case management, and channel management technologies into a single platform, the solution allows employees to work with customers and cases across a variety of channels, including telephone, email, chat, social community, and mobile. It can empower employees and support their decision making to help provide differentiated and personalized customer service. Machine learning and robotic process automation (RPA) can also be integrated directly into the agent desktop to enable use cases like Next Best Action and efficient automation of repetitive tasks.
When a customer contacts an organization, the agent can immediately see all customer details, including a unified communication history across channels. As an interaction unfolds the agent is proactively presented with relevant next-best actions, knowledge articles, case processes, and more to help resolve the inquiry as efficiently and accurately as possible.
WEBTEXT is the No. 1 messaging CPaaS for contact centers worldwide. The company is the only cloud messaging platform integrated with every major CRM contact center solution and related systems. This integration enables your Amazon Connect contact center to use SMS text, MMS pictures, Facebook Messenger, and other messaging channels to transform the user experience. Messaging-enabled contact centers support users in their preferred channel, on their preferred device.
Customer Experience Assurance / Migration Tools
callstats.io monitors and analyzes the performance of Amazon Connect real-time communications, enabling you to rapidly troubleshoot issues and deliver high-quality services to customers. A scalable and easy-to-deploy SaaS solution, we monitor agent endpoints and use AI-powered algorithms to identify and help resolve voice communications problems. Available globally, callstats.io analyzes over 1 billion WebRTC metrics per month for customers in the contact center, collaboration and other industries.
As the world’s leading CX Assurance platform provider, with over 300 existing enterprise customers globally, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Cyara accelerates migrations to Amazon Connect, by automatically discovering and documenting existing IVR call flows, and transforming those into an Amazon Connect Flow. We accelerate and assure migrations, as well as new Connect deployments, with automated functional and regression testing, voice quality testing, performance testing, and ongoing production monitoring. Every day, and for the last 13 years, the most recognizable brands in the world trust Cyara to deliver customer smiles at scale.
Customer Relationship Management
For nearly 20 years, Aria Solutions has been 100% focused on providing innovative, omni-channel contact center and customer engagement solutions. Aria offers business consulting, professional services, support and managed services. Aria is a leading developer of value-added software products, and its customer base consists of many Fortune 1,000 enterprises, as well as mid-size and small companies, and government organizations. Applications are used by over 500,000 agents and process millions of transactions daily.
Kustomer is an omnichannel customer service platform and CRM that utilizes AI and a powerful workflow engine to help companies deliver on a conversational and effortless support experience built on interactions, not tickets. Kustomer and Amazon Connect deliver a customized voice experience through personalized IVR trees while increasing contact center productivity with a single omnichannel support platform for voice, email, text, chat, and social messaging.
Perficient brings together multiple disciplines that, when combined, provide customers with a broad range of capabilities for a migration to Amazon Connect. One of the areas Perficient excels is services for Microsoft Dynamics. As such, Perficient is providing a number of services and solutions to ensure users of Microsoft Dynamics365 can create powerful customer care solutions that leverage Amazon Connect.
The integration of Amazon Connect and Salesforce Service Cloud combines the technology that powers Amazon.com’s global contact centers with Salesforce's CRM platform. The built-in joint capabilities of Amazon Connect and Salesforce Service Cloud provide everything businesses need to build a complete, personalized experience through a single integration. Amazon Web Services and Salesforce provide scale and a pace of innovation to help customers grow and evolve contact center solutions with business’ and customers’ needs.
Zoho is the operating system for business—a single online platform that covers nearly every major business category, including sales, marketing, customer support, finance, human resources, and productivity/collaboration. Zoho CRM is a cloud-based, multichannel application for managing customer relationships. It helps streamline organization-wide sales, marketing, customer support, and inventory management functions in a single system.
Freshdesk Inc. is the leading provider of cloud-based customer engagement software. Based in San Bruno, CA, with offices in Australia, India, Germany, and UK, Freshdesk has over 100,000 customers in 145 countries and counts more than 1,000 employees worldwide.
ServiceNow, Inc. provides enterprise cloud computing solutions that define, structure, manage, and automate services for enterprises worldwide. The ServiceNow CTI for Amazon Connect is a powerful integration application for the ServiceNow & AWS ground breaking telephony platforms. Features include: advanced custom call control panel, hold, resume, end call, and transfer, post call history details into SNOW repository upon completion, click to dial, and IVR integration with ServiceNow screenpop.
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. The Zendesk and Amazon Connect connectors provide an integration between your Amazon Connect telephony system and your Zendesk environment. The platform supports searching, displaying, and creating Zendesk items based on the call data associated with a voice call. Leverage the information collected within your IVR, Voice Portal, ACD, databases, and web services to 'Screen Pop' the agent's Zendesk session with new or existing Zendesk users, tickets, and more. The integration is two-way and supports the updating of the call data within your Amazon Connect telephony system and other contact center systems with Zendesk data.
Zoho is the operating system for business—a single online platform that covers nearly every major business category, including sales, marketing, customer support, finance, human resources, and productivity/collaboration. Zoho CRM is a cloud-based, multichannel application for managing your customer relationships in a better way. It helps you streamline your organization-wide sales, marketing, customer support, and inventory management functions in a single system. Zoho Desk is the industry’s first context-aware help desk software for customer support. It organizes your tickets, automates repetitive tasks and gives you the context necessary to build meaningful customer relationships.
Knowledge and Communities
Verint Customer Community is an online social collaboration solution that makes online communities a forum to deliver social customer service, drive social commerce, and deepen customer relationships. It features a complete set of social applications, connects to popular consumer social networks, and integrates with mission-critical enterprise software. It can help organizations make better business decisions based on social data.
Verint Community provides an enterprise social platform giving customers what they need to create engaging online community experiences.
Standard features and functionality on the platform include discussion forums, rich blogging, private messaging, wikis, activity streams, ideation, calendar, file galleries, business rules, moderation, and gamification.
Community integrates with Amazon Services, IVA, KM, and Web Self-Service, offering enhanced capability.
Verint Knowledge Management is a highly scalable solution that makes it easy to deliver the right knowledge to users in the contact center and to customers through self-service. It can give agents the tools they need to provide exceptional customer service while enabling customers to:
- Increase first contact resolution
- Improve consistency and quality of answers
- Enhance compliance with regulations and company processes
- Deliver rich knowledge for a wide variety of user types, languages, and communication channels
- Cut call volume in half through self-service knowledge
- Reduce average handle time while improving response accuracy
- Deliver relevant information automatically to reduce employee training time
Verint Knowledge Management is available as part of Verint Employee Desktop, a comprehensive solution, combining knowledge management and case management technologies within a single platform, delivering increased employee productivity and providing a personalized customer service.
In 1985, we began with the simple goal to digitize mapping and pioneer in-car navigation systems. Over the next three decades, as NAVTEQ and Nokia, we’ve built a legacy in mapping technology. About the integration:
•Leading location intelligence technology provides real-time, high accuracy decision making support for agents for increased efficiency and effectiveness
•Available within the Amazon Connect contact center solution
•Joint solution planning for customizable location services
•Scalable and elastic, no infrastructure required
•Pay as you go pricing based on usage, no long term commitments
Acqueon is a well-funded, profitable technology company that has 10+ locations worldwide. With a diversified client base across 20+ industry verticals, Acqueon is focused on delivering award-winning customer experience (CX) solutions based on industry challenges and domain expertise. Acqueon powers more than 40,000+ agents and over 10 billion outbound interactions annually across the globe for 100s of enterprise clients. Acqueon Engagement Cloud, SaaS based solution native to Amazon Connect, can easily orchestrate outbound and multi-channel interactions throughout the customer’s journey that enriches the CX experience via proactive engagements, driving positive business outcomes.
Enghouse Interactive strives to be the world’s most reliable contact center technology provider. Our technology transforms contact centers into a growth engine for businesses globally. Businesses can leverage their contact centers to extract powerful insights, captured from the voice of the customer, to help increases customer retention, uncovers product opportunities, help to understand buyer personas and identify new revenue opportunities. As a Standard Technology Partner, the Enghouse Dialer integrates directly in to Amazon Connect. Through the use of algorithms and constant monitoring of dialing statistics, the dialer calculates the optimal dialing pace and generates a steady stream of live answers assuring each one is promptly connected with a live agent. This fine-tuned technology also features a pooled resource-sharing environment allocating phone lines in real-time to the task where they are needed most (e.g. agent-attended outbound IVR or inbound). Dialer pacing and resource allocation are dynamically adjusted throughout the day to keep your representatives talking, and assure no one, agent or contact, is left waiting.
USAN is a pioneer in cross-channel communications and cloud deployments, helping companies profitably engage customers with advanced contact center solutions. Its product portfolio, USAN Contact Suite, includes Dialer for Amazon Connect, an automated outbound calling capability that leverages the AWS ecosystem to deliver a seamless, integrated dialing component. Dialer can manage multiple campaigns, automatically import lists from AWS S3 buckets, manage record processing through configurable campaign parameters, and enable TCPA compliance through integration with DNC.com as well as corporate do not call lists. The platform leverages the Amazon Connect infrastructure for telephony, agent, and queue management.
When our company began over 20 years ago, we established ourselves around the idea that customers should not have to experience the frustration of waiting on hold for an agent to become available. With the development of our first product, VHT Callback, we reshaped the contact center industry. Now, in 2018, the industry has expanded, technology has advanced, and we have transformed from more than just a callback company into a company focused on optimizing the customer experience. We strive to deliver on our promise to redefine the customer experience by providing innovative solutions that transform customer relationships. The VHT Callback cloud Amazon Connect Integration enables organizations to register a callback using an Amazon Connect Contact Flow and receive updates on the Estimated Callback Time (ECBT).
Payshield's Payline removes your Amazon Connect contact center environment from PCI-DSS scope and allows you to provide the best customer experience when taking payments over the phone without the need to pause call recording. Our solution enables you to effectively manage the risk of accepting credit cards over the phone, reducing the fraud to the levels of e-commerce and at the same time, optimize your customer journey. Payline is payment vendor independent and lets you capture or authorize the credit card using your current payment provider, keeping your reconciliation processes intact. The service is fast to implement and can be easily integrated into any cloud information management system, reducing the chances for human error. The technology is not limited to credit card data and can be used to capture other sensitive information (e.g. PIN, Customer Identification and SSN) and to reduce the scope of PII compliance obligations like GDPR.
VoiceFoundry is passionate about customer experience. We specialize in the delivery of Amazon Connect cloud-based enterprise contact center solutions and are uniquely focused on helping businesses improve customer engagement, while maximizing the benefits of the cloud. The integration enables contact centers to easily implement and manage post-call surveys and submit them to SMG for aggregation, reporting, and center analysis. The benefits of this integration include:
- Ease of use: You can enable SMG AgentTrack for your Amazon Connect instance with the click of a button.
- No technical knowledge to maintain surveys: With SMG AgentTrack, the survey questions are managed from a very simple web UI on the AgentTrack website. There’s no need to alter call flows to change your survey.
- Future integration points: This integration provides APIs to enable you to add survey capabilities to your own apps.
Aceyus provides enterprise-wide real-time and historical insight into your customer interactions. Ease of access to real-time events and understanding of trends give your business a competitive advantage in every customer experience. Aceyus dashboards and reporting have the flexibility required to connect to a variety of vendor platforms, thereby enabling customers to adopt a best of breed philosophy. Aceyus solutions are available to be deployed in cloud, on-premise, and hybrid models – the choice is yours. Aceyus provides Amazon customers the ability to seamlessly transition to their contact centers from legacy systems to Amazon Connect. Aiming for organization and aggregation of data elements with ease, Aceyus allows clients both access to intuitive standard reporting and the ability to join all of their contact center platforms instantaneously.
With the rapid uptake of Amazon Connect around the world comes the requirement to accurately report on the productivity of the queues and agents. ACVue delivers only relevant information through its configurable, real-time wallboards, daily dashboards and automated reports ensuring your investment in Amazon Connect is delivering the expected results. An effective Amazon Connect monitoring strategy will deliver increased business productivity, ensure call handling times are at an acceptable level and allow for informed decision on resource allocation which will ultimately lead to increased customer satisfaction.
Auraya is a world leader in voice biometric technology. Auraya provides technology that empowers people and organizations to interact with convenience and security in all channels. EVA is a fully featured voice biometric extension for Amazon Connect that leverages our ArmorVox patented technology. EVA includes voice enrolment, verification, authentication processes and an agent screen pop. EVA can be utilised in standard mode as a ‘turnkey’ option. EVA can be customised using the Amazon orchestration tools so that every implementation meets the unique needs of the organisations and its consumers on every existing and potential channel.
Pindrop® solutions are leading the way to the future of voice by establishing the standard for identity, security, and trust for every voice interaction. Pindrop Protect is an advanced call center fraud detection and prevention solution that is seamlessly integrated with Amazon Connect, helping you deploy a secure, scalable, and cost-effective call center solution with ease. By using Phoneprinting™ 2.0 technology to quickly identify fraudulent callers, Pindrop helps you mitigate the impact of targeted attacks on your call center. Instead of relying solely on the call center’s skill in identifying fraudulent activity, Pindrop extracts 1,380 audio features from the call data, then uses machine learning technology to generate a risk score for each caller, helping you optimize the customer experience and keep your organization protected.
RingCentral brings world-class collaboration capabilities to Amazon Connect. Boost the productivity of your Amazon Connect call center agents in North America by enabling collaboration with experts across your organization. Seamlessly connect with an expert through initiating a call, conference, or transfer at the click of a button.
Voice of the Customer (VOC)
Verint Unified VoC is a fully connected platform that enables customers to listen, analyze and act on customer insight across channels. It delivers the most comprehensive and complete evaluation of customer experience possible by enabling customers to:
- Capture and analyze indirect and inferred speech feedback during customer conversations
- Incorporate standard text-based direct customer feedback from a wide range of sources (e.g. Interactive Voice Recognition (IVR), SMS and online surveys, customer-initiated digital feedback)
- Factor performance-based operational data into your analysis (e.g. key digital and contact center barometers such as First Call Resolution (FCR), issue resolution)
Verint Unified VoC incorporates capabilities from across its leading-edge VoC portfolio which includes: Enterprise Feedback Management, Verint Digital Feedback Management, IVR Feedback Management, Verint ForeSee, Speech Analytics, and Social Analytics.
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of their customers. Every interaction yields insights that expand customer consciousness, which is how leading companies now drive growth and long-term corporate prosperity.
Monet Software is a global provider of a cloud-based Workforce Optimization solution that runs on AWS and enables contact centers and help desks to elevate customer experience, improve agent productivity, identify performance gaps, and empower your workforce to deliver an outstanding and efficient customer service. Monet WFO includes Workforce Management, Call Recording, Screen Capture, Quality Management, and Performance Management. The solution was designed from the ground up to run on multiple AWS availability zones and adhere to best practices from AWS for the highest level of security and availability. In addition, Monet WFO features a seamless integration with Amazon Connect enabling companies to host a growing number of key contact center solutions on AWS.
NICE has over 6,000 employees and a presence in more than 150 countries. NICE is regularly recognized for innovation and the value it provides to more than 25,000 customers, including more than 85 of the Fortune 100. CXone Workforce Optimization Pro (WFO) applications' suite enable organizations to record voice interactions and agents screens, improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. Designed to support contact centers of all sizes from 50 agents to 1000’s of agents. The solution is ideal for customers that want to focus on their business and leverage the cloud for cost and scalability efficiencies, and automate their contact centers.
OpenText Qfiniti delivers browser based workforce optimization (WFO) applications for use with Amazon Connect. Qfiniti provides call recording playback of Amazon Connect interactions, easily built quality monitoring forms, desktop screen capture, user configurable muting and masking of voice and screen activity for PCI compliance, and desktop analytics. About the integration:
- Supports direct browser-based playback of interactions/metadata from the original Amazon Connect S3 storage location
- Enables quality monitoring, real time guidance and agent screen capture synchronized with Amazon Connect recording
- Available as an AMI or SaaS solution from the AWS Marketplace
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. Teleopti Workforce Management (WFM) is a contact center staffing and optimization solution that improves the agent experience, delivers flexible schedules, and helps ensure that customer expectations are met. The integration between Teleopti WFM and Amazon Connect offers these benefits:
- You can forecast agents in minutes, determine interaction volumes, and schedule employees to meet demands. The multi-skill, multichannel forecasting tools support both short-term and long-term planning as well as trends and seasonality analyses.
- Teleopti WFM provides a multi-skill, scheduling optimization (chat, email) engine for effective agent planning. These tools take work-hour legislation, demand, and employee requests into account.
- Teleopti WFM provides real-time agent status and overviews. You can track agent adherence and adjust your schedules easily to maintain service-level goals throughout the day.
Verint is a customer engagement company that helps organizations simplify and modernize customer engagement through market-leading cloud and hybrid solutions. Verint has one of the broadest portfolios of customer engagement solutions available today, and leverages the latest in artificial intelligence and advanced analytics technology to help unlock the potential of automation and intelligence to drive real business impact across organizations.
Customer engagement is now a strategic differentiator, and Vertin's solutions offer a sustainable competitive advantage, even in challenging markets. With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, Verint partners with customers to look to the future—imagining, planning, and developing innovative ways to take customer engagement to new heights.
Verint is a technology innovator backed by amazing people—customer engagement experts who are passionately committed to customer success. Verint partner with customers to understand their business goals and identify the best approach, strategy, and solutions to meet current and future needs.
ZOOM delivers a world class WFO platform as a complimentary, flexible, easy to spin up, pay per minute offering via a seamless integration with Amazon Connect. The future is here, your organization can pay as you go for all your contact center needs with ZOOM’s top tier WFO software paired with Amazon Connect.
Interested in becoming an Amazon Connect Partner?
Amazon Connect participates in the AWS Service Delivery Program. The AWS Service Delivery Program recognizes APN Partners with a verified track record of delivering specific AWS services and workloads to AWS customers, including Amazon Connect.
To learn more about the AWS Service Delivery Program and apply for the Amazon Connect Service Delivery Program, click here »