Many contact centre operators would like to take advantage of Amazon Connect’s flexibility, open platform, powerful routing, and consumption-based pricing. However, for many smaller operators the time taken to build and launch, can sometimes feel prohibitive.

Connected by Mission Labs provides rapid deployment of an “out of the box” Amazon Connect and SmartAgent implementation for SMB/mid-size contact centres. This gives contact centre operators a feature rich CCaaS implementation, which they can also iterate and improve upon in-house.

Connected includes implementation of all core technology to AWS best-practices, including Mission Labs’ own streamlined agent desktop (SmartAgent), which provides omnichannel capabilities along with enhanced features and functionality straight out of the box. The offer also includes 10 (ten) days of expert configuration time, enabling Mission Labs’ engineers to customise your Amazon Connect customer journeys/IVRs, and other bespoke configuration. Connected is also backed up by Mission Labs’ expert technical support helpdesk, with proactive instance monitoring.

What’s included?

• Implementation of Amazon Connect voice
• Implementation of SmartAgent omnichannel desktop
• IDP integration with client’s IDP or AWS Cognito
• Supervisor module – real time stats and contact search
• Agent Wallboards
• Internal Agent directory with internal messaging
• Visual queue identification
• Directory is MS Teams compatible for contact details, presence and call transfer (PSTN)
• 10 x expert configuration days, to customise your implementation:
  • Users/hierarchies & security profiles
  • Contact Flows (IVR and customer journeys)
  • Queues and queue logic
  • Routing profiles
  • Wrap-up (after call work) module
  • AWS Quicksight reporting
  • Full training and go live support
• Technical support for Amazon Connect and SmartAgent
  • Mission Labs Service Desk
  • Monday to Friday 09:00-17:30
  • Proactive monitoring

Mission Labs aims to have all new Connected clients live with Amazon Connect in under 4 weeks.

Who are Mission Labs?

One of the first UK companies to embrace and then extend Amazon Connect back in 2017, Mission Labs has now successfully deployed or provided expertise on Amazon Connect implementations for hundreds of businesses across a breadth of industries and sectors. With client success stories across public sector, retail, BPO, financial services, utilities, travel, transport & logistics, technology and telecoms, our team of Amazon Connect specialists help clients to supercharge their customer experience through a combination of advanced products and services all built around Amazon Connect. Offering a wealth of consultancy, design, development, managed service and complementary software solutions Mission Labs has the expertise, the experience, and the track record to make Amazon Connect migration projects fast, efficient and performant.

What is SmartAgent?

Mission Labs’ own omnichannel agent application provides a single pane of glass for contact centre operators, powered by Amazon Connect. With multiple complementary and enhanced features for agents, supervisors and admins SmartAgent is designed to drive efficiency, better CX and a lower cost to serve in the contact centre environment. SmartAgent is used by thousands of Amazon Connect users around the world, every day.