Amazon Connect

Support remote agents to work from anywhere

Experience powerful customer service solutions at a lower cost

Meet Amazon Connect, the cloud-based omnichannel contact centre that is simple to deploy and manage, simplifies your operations and improves agent efficiency, at a lower cost.

Today’s customers want to be able to interact via voice, chatbot or SMS and, when available, they often prefer making use of self-care features. It seems automation is everywhere these days, and the customer service industry is no exception. In that area, Amazon Connect has disrupted the contact centre space.

Version 1’s AWS Specialists can help you transform your enterprise contact centre into a dynamic, customised customer experience that delivers on your business needs. We can first help you build a Proof of Concept to demonstrate what integrations are possible and to understand how you want to transform your customer journey. We’ll support you to implement that vision quickly and efficiently by:

  • Building the Proof of Concept
  • Creating workflows that suit your business needs and customer interaction requirements
  • Designing with you some custom reports to track your specific KPIs
  • Integrating with your in-house or third-party applications (CRM, etc)
  • Setting up the Amazon Connect production environment

What is Amazon Connect?

Amazon Connect is an easy to use omnichannel cloud contact centre that helps companies provide superior customer service at a lower cost. It enables businesses to have a fully operational contact centre that can be accessed from virtually anywhere. Agents, supervisors, managers, and administrators can work from home and still be able to perform all of their daily contact centre activities. Agents can receive inbound and make outbound calls or chat interactions. Supervisors can monitor and coach agents in real-time as if they were all sitting in the same office. Managers can view dashboards, run reports, monitor service levels, listen to call recordings, and track contact centre performance- all from home.

Amazon Connect simplifies your contact centre operations, improves the efficiency of your agents and lowers costs, by providing:

  • a seamless experience across voice and chat for your customers and agents
  • one set of tools for skills-based routing, powerful real-time and historical analytics
  • easy-to-use intuitive management tools – all with pay-as-you-go pricing

Amazon Connect can be set up in minutes and can be scaled up to support millions of customers.

Benefits

Quick and Simple to Deploy
Amazon Connect is simple to set-up and use: with just a few clicks, agents can be set up and take their first phone call or message in minutes.
Reduced Costs
Save up to 80% over traditional contact centre solutions: there are no minimum monthly fees, no contract, and you pay only for the time you spend interacting with customers, plus any associated telephony and messaging charges.
Scalable
Quickly and easily scale your contact centre up or down to any size, onboarding thousands of agents in response to normal business cycles or unplanned events.

COVID-19: Quick-Start Guide to Remote Working

Businesses globally have been plunged into uncertainty due to the COVID-19 pandemic. If your business is now tasked with rolling out a remote working policy as part of a Business Continuity Plan, the Version 1 Quick-Start Guide to Remote Working is designed to arm you with practical tips and key considerations related to managing a remote workforce.
VIEW GUIDE

Introduction to Amazon Connect

Why Choose Version 1 as your Amazon Web Services Partner?

Version 1 is a leader in Cloud Services and was one of the first AWS Consulting Partners in Europe. We are an AWS Premier Partner and help customers deliver integrated solutions that help enable digital transformation for the future. We specialise in migrating and running complex enterprise workloads in Public Cloud, Well-Architected Reviews and Cloud Economics, DevOps Framework, Alexa Skill and Microservices solutions, as well as integration of Amazon Alexa, Amazon Lex, Amazon Connect and APIs. Our team works closely with AWS to help our customers navigate the rapidly changing world of IT. Whether you are beginning your Cloud journey and need some support to get things started or already have an existing AWS environment that needs optimised for enhanced performance, we will bring added value to your business transformation.

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