Accelerators

Enable seamless transitions between voice and text-based channels to facilitate increased automation, authentication, and secure data entry. By seamlessly integrating these channels, you can optimize customer interactions, automate processes, and ensure secure handling of sensitive information.

Optimize your reporting capabilities with customizable auto-popped forms that capture agent data entry after each call. These forms can be tailored to your specific requirements, ensuring accurate and comprehensive data collection for reporting purposes.

Gain valuable insights from historical and real-time analytics utilizing speech-to-text, IVR, and call metadata. Leverage these advanced technologies to enable sentiment recognition, quality monitoring, and key topic detection.

Utilize voice and image recognition technology to swiftly and securely authenticate customers based on their identity. By leveraging these advanced recognition capabilities, you can streamline the authentication process, ensuring a seamless and secure customer experience.

Enable automated call transfers, supervisor alerts, and other interventions through real-time call AI that identifies specific topics, behaviors, or sentiments. By leveraging this advanced technology, you can proactively address customer needs and ensure timely interventions.

We have implemented a seamless data hand-off and intelligent volume allocation mechanism between Amazon Connect and legacy telephony infrastructure. This approach minimizes disruptions during the transition process by ensuring smooth data transfer and efficient distribution of call volumes.

We offer a user-friendly spreadsheet-based intent and utterance mapping system that enables business users to easily configure Amazon’s speech recognition bot. This approach makes the configuration process accessible and straightforward, allowing business users to effectively tailor the bot’s behavior to their specific needs.

Integration with 3rd party providers like Google and other major platforms.

We have developed a modified call control panel that offers several enhancements, including the pass-through of dynamic attributes, associate data entry, and improved accessibility for visually impaired agents.

We provide a comprehensive set of artifacts and resources to support the successful implementation and operation of contact centers using Amazon Connect. These include tuning Lex and Polly for optimal performance, a quick proof-of-concept (POC) and production pilot guideline to facilitate smooth deployment, best security practices to ensure data protection, as well as comprehensive operations and support documentation.

We offer spell check, auto-correction, and missed intent re-mapping features that enhance the capability of Amazon’s speech bot to understand words or phrases specific to a client or industry. These features ensure accurate interpretation of unique terminology and improve the overall comprehension of the speech bot.

We provide comprehensive playbooks to assist ConnectGen practitioners in developing a strong business case and guiding their clients through a successful Amazon Connect implementation.

We have implemented a Remote AWS Certified Development Model, which allows us to keep implementation costs low while rapidly scaling the team. By leveraging remote resources with AWS certification, we ensure cost-efficiency without compromising the quality and expertise required for successful implementations.

At ConnectGen, we prioritize increased connectivity with Salesforce to maximize advanced functionality and leverage the rich data available to agents. Our strong alliance and partnerships with leading technology vendors, including Variant and Nice, further enhance our capabilities.