CREATING IMPACTFUL CUSTOMER EXPERIENCES

Amazon (AWS) Connect is a game changing usage based platform in the Customer Experience space. Aspen is focused on bringing AWS Connect and related services to our customers. Using the AWS platform in conjunction with the expertise of our team, we can significantly impact a companies customer experience. 

Amazon Connect & Related Services Overview

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at 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. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.

Build voice and text conversational interfaces that can be integrated with any application. This tool uses deep learning functions like automatic speech recognition, converting speech to text and natural language understanding, recognizing the intent of the text. AWS LEX makes it possible for your business to create a highly engaging customer experience. Amazon Lex can be used to allow customers to request a balance or schedule an appointment without having to talk to an agent. Pay for this application as you use it.

About Our AWS Connect Practice

Customer Experience Consulting

As the world of CRM and Contact Center move closer we are at the forefront of helping customers utilize the combination of these key solutions. CRM solutions help a business manage and become closer to customers while contact center will route the customer to the best available channel to meet their needs. Our Consulting team is focused on helping our customers reach their goals using these solutions. We believe in outcome based results and have a process in place to help you define goals and deliver on a roadmap to achieve results. 

Integrate & Deploy

Providing seamless integration across platforms. Save time and be more productive while AspenTGI works to deploy the solutions that has been designed. We offer solutions to automate basic processes and tasks that help you create  more efficient workflows. Time is a non renewable resource. Stop wasting it on things that are easily replicable with automation and AI solutions. Our experts will have your new solution up and running in weeks, not months and years. 

Ongoing Support and Business Partnership

Having a solution that works is important but so is the ongoing operational plan. Based on the vendors used to provide an overall Customer Experience solution, AspenTGI will provide a single point of contact for support and guidance. Our USA based support staff is will provide support, guidance and regular health checks to make sure results are being delivered.

Common AWS 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. 

Typcial Reference Architecture

Enabling Further With Integration Technology Partners:

AWS Connect Case Studies

Click Logo to Download Use Case

Financial Impact of AWS Connect

Usage Based Model

Pay as you go, no contracts with an average cost of 2.5 cents per min per customer connected minute that includes DID usage, telecom services, ACD/IVR and end to end encryption. 

Control Your Own Costs

Customer connected minute pricing model encourages agents and supervisors to be efficent as possible. Using advanced features with LEX for customer self service means reduction in usage which also means reductions in cost. 

The Results

Easily calculate costs and compare to existing solution. Cost of upgrade, cost of equipment,  support for both hardware and software, cost for telecom circuits, cost to deploy over months vs 2.5 cents per customer connected minute and weeks to deploy. 

Our team of Customer Experience focused consultants has decades of years behind us to help a customer achive the business outcomes that make a difference. 

For more information or to request a consult