Amazon Connect is a leading Cloud-based customer contact center platform that enables true omnichannel customer service. Amazon Connect is built from the ground up to be easy to use, lower costs and easily scale to support evolving business needs. Aspen is an Amazon Advanced Consulting partner with leading expertise in the Connect platform.
Architecting excellent customer experiences
Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to support millions of customers. The self-service interface makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – with no specialized skills required.
With Aspen at your side, you can truly get the most out of Amazon Connect. Aspen can help you leverage the full Amazon Web Services stack including Amazon Lex, Contact Lens, Lambda and much more. We are experts at integrating AI, automation and machine learning applications that promote cost effectiveness and efficiency while improving the customer experience.
What is Amazon Connect?
Reducing Costs with Amazon Connect
Amazon Connect is a usage-based platform that makes it easy for any business to deliver better customer service at lower cost. Unlike traditional contact center solutions, there are no up-front payments or long-term commitments. There is no call center infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage, plus any associated telephony services.
Pricing encourages agents to be as efficient as possible. Aspen can help you further control costs with managed services that increase efficiency, for example, deploying Amazon Lex for customer self-service means reduction in usage, which also means reductions in cost.
Voice and Chat with Amazon Lex
Amazon Lex makes it possible for your business to create highly engaging customer experiences and long-term savings. Aspen can help you easily build voice and text conversational interfaces that can be integrated with any application. Leverage deep learning functions like automatic speech recognition, speech-to-text and natural language understanding (recognizing the intent of the text). With Amazon Lex integrations, customers can accomplish tasks like requesting a balance or scheduling an appointment without having to talk to an agent
Common Amazon Connect Use Cases
Using a two-vendor solution of Salesforce and Amazon Connect, we can create a full omni-channel contact center solution. The combined solution supports voice, email, chat, SMS, web-to-case, case management and knowledge base. The integration between AWS Connect and Salesforce is standardized, simple to configure and is in real time.
Based on business rules, time of day or excessive queue times, a customer can be offered the option to leave a message. Instead of just using standard voicemail, we can transcribe the issue and send it to email for follow up. This is also useful to open a case which can be tracked, routed and reported on.
Revolutionizing Contact Center Solutions
Amazon Connect is changing the way we do call centers. The possibilities and opportunities ahead are numerous. Let us help you move your call center to the cloud. Set up your complimentary consultation with our team today.
Let’s talk about your next project.