Engage Customers Where They Are, Seamlessly with Amazon Connect.
Deliver consistent, high-quality service across voice, chat, email and digital channels with a single, AWS-native contact centre platform ensuring every interaction is informed and part of a single, continuous conversation.
A Single View of Your Customer Delivering a Seamless Experience
One platform for voice, chat, email and tasks
Integrate voice, web chat, in-app, SMS, email, and popular messaging apps into a single platform. Customers can move between channels without losing context, and agents work from one consistent interface instead of switching between multiple tools.
One routing engine across all channels
Connect routes work based on skills, availability, priority and business rules, whether the interaction is a phone call, chat, email or task. This ensures fair workload distribution, reduced wait times and more predictable service levels.
One customer record with full interaction history
Agents see the customer’s recent activity across calls, chats, emails and tasks directly in their workspace. This gives them the context they need to resolve issues faster and eliminate repetitive questions.
One data layer for analytics, reporting and AI
All interaction data is stored in AWS services, enabling unified analytics, AI-powered insights and accurate WFM forecasting. You can analyse trends across all channels instead of piecing together fragmented reports from different systems.
We specialise exclusively in AWS and Amazon Connect AI solutions.
Every solution is built using native AWS services, so you keep full ownership, flexibility and control with no lock-in, no proprietary layers. Your organisation retains the IP and can extend and evolve your AI capabilities as needs change.
