Amazon Connect is an easy-to-use omni-channel cloud contact center platform that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a Amazon Connect Contact Center that would give their customers personal, dynamic, and natural experiences which has become Amazon Connect.

Amazon Connect

Increase your customer obsession by migrating to the next generation of Amazon Connect Contact Center platforms, Amazon Connect. Amazon's platform is a cloud based platform that allows you to quickly build and deploy mission critical Amazon Connect Contact Centers. By leveraging the Amazon Web Services ecosystem of services such as Amazon Lex, Amazon Transcribe, Amazon Contact Lens and other services in the Amazon toolbox, we can build your next generation Amazon Connect Contact Center solution which decreases costs and increases your capabilities on a pay as you go model

CloudHesive also offers its Centricity platform powered by Amazon Web Services which will provide your operation with wall boards and data dashboards as well as a customized agent call control interface that can be customized to meet your needs. Centricity helps operationalize your Amazon Connect solution so that your internal team can get the benefits of Connect with out having to be a technical resource.

Leveraging Amazon
Web Services with
Amazon Connect

Build intelligent speech IVRs with Amazon Lex
Transcribe call recordings with Amazon Transcribe
Machine Learning with Amazon Connect Contact Center analytics with Amazon Contact lens
Next Gen chat services with Amazon Chat
Easy Salesforce CTI integration using Amazon services

Contact Center platform with
Next Gen features out of the box

Skills based routing-Automatic Call Distribution (ACD)
Call Recording for all calls
Real-time and Historical Analytics
High Quality Dual Channel Voice Capability
Agent side WebRTC voice path

Amazon Connect Differentiators

100% Cloud-based– no contracts

Dynamic, personal, and natural contact flows

Self Service configuration with enhancements from Centricity powered by AWS

Open Platform - Salesforce CTI and Kustomer CTI integration

Part of the AWS ecosystem which drives innovation

No infrastructure or telecom ownership required

Global / High Reliablity / Redundancy platform

Any agent, Anywhere, Any time

Easy Setup and Management

Agents can start taking calls in just minutes with a web browser, headset, and a few clicks in the AWS Management console
The drag and drop Contact Flow editor allows you to create flows that define effective customer interactions without any coding or technical knowledge
The Centricity Customer Connect application which is powered by Amazon Connect provides the robust dashboards to manage a contact center at scale

Pay-As-You-Go

As an on-demand service, you pay for usage on Amazon Connect by the minute plus any associated telephony services.
There are no upfront charges for monthly fees or long term contracts for Amazon Connect
Amazon Managed Services can be deployed to easily manage your deployment and on going oversight of the platform and developing enhancements

Highly Scalable and Elastic

Easily scale your Amazon Connect contact center up or down, in response to business cycles, without worrying about seat licensing, minimum commitment contracts for telecom, and the other legacy contract issues.

Reliable

Amazon Connect runs on the AWS global infrastructure, making the service more available, fault tolerant, and scalable than would be possible with a traditional contact center platform. It also brings the power of the Amazon Web Services eco-system.

Amazon Connect Services Examples

Enterprise Integration

CRM (Salesforce, Kustomer, Proprietary)
ServiceNow
Enterprise Directory
Data Warehouse
Disaster Recovery
Legacy System of Record Integration