Amazon Connect Services
Amazon Connect is a leading cloud-based customer contact center platform that enables true omnichannel customer service. Ensuring that every interaction with your clients is seamless, efficient, and personalized is no longer a luxury—it's a necessity. Enter Amazon Connect, a state-of-the-art cloud-based contact center solution that redefines customer engagement. It is a highly scalable platform that out-of-the-box can establish basic call center functionality in just a few steps. Our expertise with deploying and customizing Amazon Connect as well as integrating supporting applications into the contact center ecosystem empowers businesses to transform customer service operations and achieve unparalleled excellence.
Why Previse
Navigating the intricacies of Amazon Connect requires a deep understanding of its capabilities and potential. As a certified Amazon Connect partner, our team of Connect experts brings a wealth of knowledge and hands-on experience to every engagement, ensuring our clients fully leverage all the capabilities Amazon Connect has to offer. Whether a simple deployment and setup, or a more complex and integrated deployment, Previse will advise, plan, and collaborate with you every step of the way. From sizing and deploying, to setting up reporting, and properly leveraging the full stack of services including Amazon Lex, Contact Lens, Lambda, and Q to deliver impactful customer experiences and create operational efficiencies not possible with legacy contact center solutions.
Key Features
Comprehensive Consultation
We start by understanding your unique business needs and customer service goals. This initial consultation helps us tailor Amazon Connect to meet your specific requirements.
Seamless Implementation
Our experts handle the complete setup and configuration of Amazon Connect, ensuring a smooth transition with minimal disruption to your operations. Where existing legacy systems are in production, we will develop a collaborative training and cutover plan to further ensure disruptions are minimized.
Custom Integration
We will integrate Amazon Connect with your existing systems (CRM, CMS, LMS) and other AWS services such as Lambda, Lex, Contact Lens, Q, and DynamoDB to create a cohesive and efficient contact center solution
Ongoing Support and Optimization
Our relationship doesn’t end with implementation. We provide continuous helpdesk support, application monitoring, optimization, and phased application integration services to ensure your contact center operates at peak efficiency and continues to deliver a compelling ROI to your business.
Success Metrics
Improved Customer Experiences
Streamlining processes, reducing response times, and increasing satisfaction rates all help to create greater customer affinity and loyalty. Using advanced tools and analytics to make personalized recommendations ensuring customers find exactly what they need quickly and effortlessly further increasing their brand loyalty.
Increased Self-Service Capabilities
Focusing on key metrics such as user adoption rate, task completion time, and customer satisfaction scores will shed light on the level of progress. Analyzing user adoption rate, show how frequently customers utilize self-service options compared to traditional support channels. Task completion time helps gauge the efficiency of self-service tools, ensuring users can quickly and easily resolve their issues. Customer satisfaction scores provide insight into the overall user experience and effectiveness of self-service solutions. Additionally, reporting the frequency of repeat issues or inaccurate resolutions will both the level of self-service success and help to continuously improve the capabilities.
Increased Operational and Cost Efficiencies
There can be significant Opex and Capex costs to build out and maintain a fully functioning contact center. To drive increased operational and cost efficiencies, the focus should be on metrics such as process cycle time, resource utilization, and cost per transaction. The ROI on these investments should align around improvements or reductions in tools, systems, and processes as well as improvements in human capital productivity. Calculating and planning a redirection of capacity to new and different functions, that with more attention and focus can help the organization continue accelerating innovation and growth.
What Our Clients Say
“The support and leadership that Previse brought around customizing Amazon Connect made all the difference in the world in terms deployment timeframes and operationalizing some of the more advanced and complex capabilities of the platform. We came to trust Previse as a knowledgeable partner who had our best interests in mind throughout the engagement.”
