The Smartronix Omnichannel Contact Center Solution with Amazon Connect
Call centers are under tremendous pressure to provide the highest quality service with
constrained budgets, staff, and technology to meet today's demands. Smartronix has worked
with many organizations to address these challenges and provide a next-generation call
center solution using the Amazon Connect platform.
Designed from the ground-up to be omnichannel, Amazon Connect provides a seamless experience
across voice and chat for customers and agents; and provides one set of tools for
skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive
The Smartronix Cloud Assured team uses Amazon Connect to provide modern, next-gen call
center solutions for customers to be able to scale and meet their customer’s demands quickly
and efficiently. The Cloud Assured team can provide 24x7x365, Service Level Agreement
(SLA)-driven, managed services support designed to meet international security, data
sovereignty, and Government privacy mandates.
About Amazon Connect
Amazon Connect is an easy-to-use omnichannel cloud contact center that helps companies
provide superior customer service at a lower cost and is the same technology used by
Customer Service Agents to serve their own customers daily.
Omnichannel allows you to meet customer’s needs by providing interaction through voice
chat. Amazon Connect is easy to deploy and configure; and has the flexibility to add
continued enhancements as speech-to-text, Natural Language Understanding (NLU),
Intelligence (AI) and Machine Learning (ML), microservices, and integrations with
third-party tools and systems.
Amazon Connect is a highly scalable, highly available, and highly secure cloud-based
solution, which means IT teams no longer need to manage servers and software and can now
focus on higher-value contributions to other business goals and objectives for their
agency or organization.
How Smartronix Helps Customers with Amazon Connect
REMOTE WORK CAPABILITIES - As part of the AWS cloud, you can
support your customers by accessing Amazon Connect from anywhere in the world in a
secure, reliable, and highly scalable way. Agents and Managers just need a supported
Web browser and an Internet connection to engage with customers from anywhere.
BUDGET FRIENDLY - With Amazon Connect, you pay only for the time you
spend interacting with customers, plus any associated telephony and messaging
charges. Also, there are no minimum monthly fees, long-term commitments, upfront
license charges, and pricing is not based on peak capacity, agent seats, or
TRAINING ACROSS MULTIPLE CHANNELS/INTERFACES - Amazon Connect has a
single User Interface (UI) across both voice and chat for contact routing, queuing,
analytics, and management. This omnichannel experience means that Call Center Agents
do not have to learn and work across multiple tools.
FLEXIBLE CALL FLOW MANAGEMENT - With Amazon Connect, you can build
call flows, rules, and reports once and enable across channels. An Amazon Connect
contact flow defines the customer experience with your contact center from start to
finish, including setting logging behavior, setting voice, capturing customer inputs
(spoken or by pressing 0-9 on the phone keypad), playing prompts, transferring to
appropriate queue, etc. Using the Amazon Connect contact flow builder's graphical
UI, Contact Center Managers can easily create dynamic, personal, and automated
customer experiences without the need to write a single line of code. Amazon Connect
makes it possible to design automated contact flows that dynamically adapt to the
caller experience in real-time.
SUPERIOR CUSTOMER SATISFACTION - For your end-customers, this means
they can interact with your Agents on voice or chat based on factors such as
personal preferences and wait times. Your customer can keep working with the same
Agent across channels, but if the customer ends up working with multiple Agents,
their interaction history is preserved. Amazon Connect's omnichannel contact center
improves customer experience while reducing resolution time.
In addition, Amazon Connect is highly flexible and allows you to leverage other AWS
services. For example, using AWS Lambda can create targeted and personal experiences by
accessing virtually any back-end system and allows you to easily access such information as;
past purchases, contact history, and customer tendencies. These can be used to anticipate
end-customer needs and reduce the amount of questions asked, saving valuable time and
improving customer satisfaction.
Smartronix Cloud Assured Solutions
As an APN Premier Consulting Partner, Smartronix offers a complete set of assessment,
planning, and implementation services for all of your cloud needs. Our Amazon Connect
Experts are skilled in the design, development, and deployment of the entire Amazon Connect
ecosystem of AWS Services, including AWS Lambda, Amazon Lex, Amazon Translate, Amazon
Transcribe, Amazon Polly, and more.
Let us help you solve your business challenges with our Cloud Assured solutions. Contact us
today to build your next-generation call center!
Next-Gen Call Center Solution Datasheet.
See our Next-Gen Call Center Customer Solution Spotlight: State of West Virginia
- Department of Workforce
For more information, please contact a Smartronix Cloud Assured Account Manager.