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Amazon Connect

Your digital transformation journey starts with Amazon Connect for the contact center.

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Amazon Connect

A custom, easy-to-use omnichannel cloud contact center

Amazon Connect is an omnichannel cloud contact center that provides superior customer service at a lower cost. Deliver personal, dynamic, and natural experiences to your customers, all on the same platform as Amazon.com.

Take advantage of skills based routing, AI and more with Amazon Connect

Boundless scalability

Utilize Amazon Connect to scale your business and better handle fluctuations in contact center volume, without paying for ongoing maintenance cost, licensing fees or telephony capacity charges.

Real-time and historical analytics

Assessing and utilizing data with Amazon Connect is simple! See what’s happening in real time, and quickly access historical reports to analyze patterns and performance.

One application replaces many

Unify your contact center technology and tools into a single application, making it easy to provide a consistent experience for both agents and customers across all channels!

Cost-effective

No required up-front payments, long-term commitments, seat licenses, or minimum monthly fees. Pay-as-you-go, and only for what you need.

An AI powered platform

Amazon Connect uses machine learning, such as agent assist, to drastically reduce the time agents spend searching for answers.

Skills-based routing

Connect your customer with the right agent, at the right time, and on the channel of their choice. Simultaneously, increase agent productivity by offloading high volume, low value calls to self-service.

Better task management

Amazon Connect makes it easy for your agents to manage their tasks to ensure customer issues are quickly resolved.

Self-Service Capabilities

Amazon Connect easily integrates with Amazon Lex, the national language understanding engine that powers Amazon Alexa. You can build intelligent conversation bots to improve your customer experience in a natural way.

Built In Text-to-Speech

Continuously improve your IVR experience with a text-to-speech engine natively integrated into Amazon Connect. Amazon Polly uses advanced deep learning technologies to turn text into life-like speech on dozens of languages.

Take advantage of skills based routing, AI and more with Amazon Connect

Business impact

Boundless scalability

Utilize Amazon Connect to scale your business and better handle fluctuations in contact center volume, without paying for ongoing maintenance cost, licensing fees or telephony capacity charges.

Real-time and historical analytics

Assessing and utilizing data with Amazon Connect is simple! See what’s happening in real time, and quickly access historical reports to analyze patterns and performance.

One application replaces many

Unify your contact center technology and tools into a single application, making it easy to provide a consistent experience for both agents and customers across all channels!

Cost-effective

No required up-front payments, long-term commitments, seat licenses, or minimum monthly fees. Pay-as-you-go, and only for what you need.

Empower Agents

An AI powered platform

Amazon Connect uses machine learning, such as agent assist, to drastically reduce the time agents spend searching for answers.

Skills-based routing

Connect your customer with the right agent, at the right time, and on the channel of their choice. Simultaneously, increase agent productivity by offloading high volume, low value calls to self-service.

Better task management

Amazon Connect makes it easy for your agents to manage their tasks to ensure customer issues are quickly resolved.

The benefits of Amazon Connect

Self-Service Capabilities

Amazon Connect easily integrates with Amazon Lex, the national language understanding engine that powers Amazon Alexa. You can build intelligent conversation bots to improve your customer experience in a natural way.

Built In Text-to-Speech

Continuously improve your IVR experience with a text-to-speech engine natively integrated into Amazon Connect. Amazon Polly uses advanced deep learning technologies to turn text into life-like speech on dozens of languages.

Outcomes we’ve seen

20%

Reduced Call Volume Routing

15%

Reduced in AHT

60%

Reduced System Administrator effort

See Where We’ve Seen These Outcomes

Blogs from our Experts

What Workspace Means for You: Transforming Agent Productivity with NeuraFlash Desktop for Amazon Connect

Why an IVR Migration Tool is Essential for Legacy System End-of-Life

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Custom solutions to fit the voyage you’re on today

No matter where you’re at in your journey today, we can help you select, implement and customize the telephony solution that you need.

Want to future proof your contact center?

NeuraFlash has helped customers migrate away from Cisco, Avaya, Genesys, Five9, NICE inContact, and others and has seen an immediate business impact helping them prepare for the future.

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Looking to cut contact center costs?

Amazon Connect’s consumption-based pricing model allows you to do just that! Scale up and down as you please, paying only for what you use.

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Is your business ready to move faster with cloud-based technology?

We have over 20+ years experience helping businesses transform their contact centers by implementing AI-powered solutions that give you visibility into customer data from your voice, digital, and CRM channels in real time.

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NeuraFlash, Sonos & Amazon Connect

During the pandemic, Sonos scaled its connected shopping and white-glove customer service to bring joyful sound experiences to millions of people's homes with Amazon Connect and Service Cloud.

Check out NeuraFlash on Amazon’s Website

Amazon Connect has a 241% ROI compared to other CCaaS providers.

- The Total Economic Impact™ of Amazon Connect, Forrester Research, June 2020

Customer Stories

Sonos replaces RingCentral with Salesforce Service Cloud Voice & Amazon Connect

Sonos was looking to expand self-service capabilities of their current telephony system. By implementing Service Cloud Voice, powered by Amazon Connect, they decreased agent handle time and cost per contact. By leveraging our Essentials Package, we enhanced self-service for their customers.

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Blue Star Glass uses Amazon Voice Bot to increase customer satisfaction and employee productivity

Blue Star Glass has over 400 calls per day for order and delivery status. Administrative workers are overwhelmed by phone calls that can be easily automated. Order status information was stored in a proprietary ERP system with no API. The technology to deploy a self service solution was cost-prohibitive in the past

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Ocean Network Express reduces operational costs with Service Cloud Voice

ONE was looking for a native telephony solution to streamline team communications across all departments. By working with NeuraFlash, ONE gained access to a single 360-degree view of the customer across all channels and is surpassing the demands they had for internal metrics.

Ready to get started on your Amazon Connect Solution?

Reach Out Today!

Amazon Connect