An online contact centre can help businesses improve customer experience and operational efficiency. Organisations are looking for solutions to transition historical contact centres to cloud-based contact centres for increased flexibility, scalability, agility and security and to give an omnichannel experience at a lower cost as they strive to provide exceptional customer support at the contact centre. When it comes to developing successful AWS-based businesses, Tata Communications ensures that our clients have the proper skills and tools for cloud migration, transformation and administration. In addition, Tata Communications offers specialised Amazon Connect Services, using a well-defined approach and framework to assist customers with comprehensive Amazon Connect Cloud offerings, including implementation and integration, consulting, testing and validation and migration of existing on-premise contact centre setups to Amazon Connect Cloud, all while maintaining complete ownership of the cloud platform.
A contact centre is similar to a call centre but handles several digital communication channels; these include Live chat, email, support tickets, SMS and phone calls. Contact centres usually use CRMs alongside cloud phone systems to improve customer communication. Contact centres provide agents with helpful information ahead of each call. It pulls data from your CRM and interactions can occur through multiple channels, such as email, SMS, live chat and chatbot.
Also read: Contact Centre as a Service (CCaaS) – what is it and how can it benefit your business?
Amazon Connect provides us with an omnichannel contact centre. So for those unfamiliar with Amazon Connect Services, let's start with the basics. It includes everything you would expect from a contact centre - Skill-based contact routing, great voice, chat technology and high-quality sound with the Opus codec, which makes it works great on the internet. It also allows you to do call recordings and chat transcriptions, access real-time and historical analytics and has high-quality voice capability. It is an easy-to-use application that decreases the effort to onboard the agents and increases the value for your end customer.
Analytics, Machine Learning and Artificial Intelligence
Any conversation context is maintained across both channels, chat and voice. Meaning customers can easily swap back and forth between these available options without restarting their conversations from scratch. In addition, it has integrations with quite a few other services, such as RDS, Lambda, Lex, Kinesis and even more. It also supports a feature called contact lens, which provides sentiment analysis and the ability to redact sensitive information from recordings and transcriptions.
Amazon Lex allows you to create a chatbot to use as Interactive Voice Response (IVR), Amazon Polly—It allows text-to-speech in all contact flows. Amazon Transcribe—It allows you to take conversation recordings from Amazon S3 and transcribes them to text for you to review. Amazon Comprehend—It allows you to take the transcription of recordings and applies speech analytics machine learning to the call to identify keywords, sentiment and more.
Amazon contact centre is revolutionising the traditional contact centre experience for agents and customers. Amazon Connect is easy to configure and is a cloud-based contact centre. The entire call flow is customizable without any coding required. Amazon Connect is also incredibly scalable. We can quickly add hundreds or thousands of new agents to our workforce and then use skill-based routing to ensure agents are routed to match their configured skill sets.
Set up your contact centre by following these instructions:
Few extra steps you might find helpful:
Reach out to us to know how we can add more value to your organisation.