Transform your CX at scale with Amazon Connect, an AI-powered contact centre from Digital Space.
Set up a Cloud contact centre in just a few clicks and onboard agents to support customers immediately.
Telephony & Chat
Task
Management
Customer
Profiles
Caller
Authentication
Over the last decade, the demand on call centres and agents has heightened, resulting in an increased need for efficiency, higher levels of skill, and multi-tasking to manage customer interactions. Amazon Connect allows you to build reliable, inexpensive automatic calling services with improved CX, speed, automated text to speech, bespoke services and more.
Read how Amazon Connect improved Qualis Management
Qualis Management Case Study
Giving Qualis Management the space to improve customer satisfaction.
Qualis required a call centre solution which would improve customer satisfaction. As the company is continually looking at ways which it can innovate through technology to improve services for customers, it needed a call centre solution that was not only low risk but had the flexibility to expand and evolve the service as the Group grew.
With no upfront cost, long term contractual commitments or minimal monthly spend, Amazon Connect offers flexibility on pay as you go terms. Prices start from as little as £0.018 per minute.
Why use Amazon Connect?
Amazon Connect allows you to set up a cloud contact centre, meaning your agents from any location can ensure excellent and responsive customer engagement. With an in-browser contact centre solution, your organisation can benefit from a “work anywhere” flexibility, with no on-premise hardware requirements. The scalable pay-as-you-go model enables you to evolve as required with changing contact volumes.
Your trusted Amazon Connect partner.
So how can Amazon Connect can improve your business?
Boost agent productivity with Generative AI
Amazon Connect empowers contact centre agents to deliver exceptional customer experiences from day one. With Amazon Q, a generative AI-powered assistant available within Amazon Connect, customer issues are automatically detected, and agents receive contextual information alongside suggested responses and actions for quicker resolutions, all within a unified workspace. Additionally, you can guide your agents to resolve customer issues swiftly and accurately by automatically recommending the appropriate steps with step-by-step guides.
Measure, track, and improve performance
With AI-powered analytics and optimisation tools, supervisors and managers can proactively detect and address issues with CX, agent performance, and contact centre operations. Real-time insights from customer interactions allow supervisors to automatically assess agent performance and easily identify coaching needs, ensuring ongoing improvements in customer satisfaction. Workforce management capabilities enable accurate forecasting of contact volumes, the assignment of the right number of agents, and the effective utilisation of staff to optimise operations.
Unlock analytics, insights, and optimisation
Use evaluation forms to enhance agent performance Amazon Connect allows you to deliver personalised, efficient, and proactive experiences across the customer’s preferred channels. With AI-powered chatbots, you can offer natural and intuitive self-service options in multiple languages, saving customers time and effort. Amazon Connect also helps you engage customers proactively, at a scale, with relevant information such as appointment reminders on their chosen channel.
Explore the omnichannel customer experience
Create a seamless omnichannel experience. Reduce costs and enhance your contact centre metrics with Amazon Connect. Expect a 60% reduction in call volume and a 50% reduction in agent training time.
Find out more about Amazon Connect.
Browse a selection of four dedicated videos, showing you how Amazon Connect works, including; the benefits and features, how to manage payments, watching Automated Call Handling in action, and using Directed Web Chat.
Why choose Digital Space as your Amazon Connect Partner?
As an Advanced Consulting Partner, Digital Space is amongst the most experienced AWS partners and is recognised as a leader in both vertical and horizontal markets. We have successfully installed and managed the Amazon Connect for a number of national and global organisations.
We provide our customers with a bespoke package and our fully managed service capability means. We can maintain, run and monitor your network and systems 24/7, giving you and your teams the time and ability to focus on other areas of need.
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