What is Amazon Connect?
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at a lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations.
Amazon Connect, built on the phenomenal AWS ecosystem, is an easy-to-use omnichannel solution connecting chat, video, voice, and employee management into one pane of glass. With Amazon Connect, companies can build a flexible, AI-enhanced ecosystem for interacting with their clients, which scales naturally to suit demand.
Finance & Insurance
Multiple Features of Amazon Connect
- Omni-channel conversations via SMS, video, chat, and voice
- Intelligent routing with skills-based AI insights
- Chat on the web, and mobile, with NLU bots
- Virtual assistants for employee support
- Amazon Connect Tasks for follow-up items
- Automation workflows and features
- Voice authentication with AI
- Exceptional outbound and inbound calling
- Comprehensive cross-device control panel
- Sentiment and speech analytics
- Unified customer profiles and CRM integration
- Custom dashboards with KPI monitoring
- Call recording
Revolutionizing Contact Center Technology
Amazon Connects Brilliance
Enables immersive customer experiences
Packed with tools for enhanced experiences
Focused on both employee and customer satisfaction
Robust Connect portfolio
Access to diverse partners and integrators.
Workforce optimization tools
Advanced recording features
Advantages of Amazon Connect
Scalable and elastic
There is no infrastructure to deploy or manage, so you can scale your Amazon Connect contact center up or down
Pay as you go
Pay for Amazon Connect usage by the minute, no long-term commitments
Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world
Amazon Connect is an open platform so it is easy to integrate with other systems such as customer relationship management (CRM) solutions or the AWS platform.
16kHz audio for superior quality
Packet-loss resistant calls over the internet
Real-time dashboard and historical metrics.
Identify trends for performance improvement
Same UI for voice and chat interactions
Eliminates need for separate workflows
Manage telephony services globally
Access DIDs, 200+ calling destinations, toll-free numbers
Web and Mobile Chat
Text agents without simultaneous availability
Secure, encrypted chats with compliance certifications
Prioritize, track, and assign tasks easily
Automate tasks for improved agent productivity
EWall’s Services for Amazon Connect
Ewall offers Migration services to move premise-based contact centers to cloud-based as well as provides support on AWS Connect.
Professional Services for onboarding new customers such as instance setup, accounts setup, permissions, routing configuration, user management, etc.
Our technology experts offer custom contact flow (IVR) development, Lambda integration, Data Dips from RDS or Web Service, and CRM integration.
Support services for instance monitoring, troubleshooting, managing configurations, and change requests.
Implementation of advanced capabilities such as skills-based routing, Interactive Voice Response (IVR), Self-service, Soft-phone setup, and contact center reporting
More than 10 years of contact center industry experience and qualified resources with required training from Amazon.
EWall optimizes customer engagement through Amazon Connect
And a decade of industry expertise for smooth integration and superior contact center performance.