Amazon Connect Benefits

Cloud-based services offer the advantage of low start-up costs and monthly expenses (OpEx) based on actual usage, eliminating the need to invest in purchasing, housing, and maintaining hardware for servers and infrastructure (CapEx). This cost structure contributes to a lower Total Cost of Ownership (TCO) over time.

Our platform enables multiple contact centers to operate seamlessly on a single unified platform, providing consolidated metrics and analytics. This consolidation simplifies management by virtualizing the contact centers into a single entity with a unified service delivery model. With this approach, organizations can avoid the complexities of load balancing, time-of-day management, and intricate workforce management.

By leveraging shared data centers, our infrastructure can easily grow and scale, adapting to the changing needs of businesses and accommodating periods of growth or peak demand. This scalability allows organizations to seamlessly adjust their resources and capacity, ensuring optimal performance during busy seasons and accommodating business expansion.

Our technology enables customers to access our services through web-enabled devices from anywhere with an internet connection, making it highly suitable for at-home agents. With this accessibility, agents can effectively work remotely and deliver exceptional customer experiences without being constrained by physical office locations.

Unlike premise-based solutions that have a specific hardware lifespan, cloud-based solutions eliminate the need for hardware replacement considerations. With cloud-based solutions, organizations can avoid the hassle and cost associated with hardware refresh cycles. Instead, they can leverage the scalability and flexibility of the cloud to adapt and grow their infrastructure as needed.

With applications already installed and readily available, user provisioning becomes quicker and more efficient. This streamlined process not only simplifies activities such as demos, training, and developing proof of concepts but also accelerates speed to market.

By eliminating the need for premise-based hardware, organizations can avoid the expenses associated with procuring, installing, and testing infrastructure. The adoption of cloud-based solutions alleviates the financial burden and complexities of infrastructure setup, allowing businesses to focus their resources on core operations and strategic initiatives.

The costs associated with the platform can be accurately forecasted alongside the contact center operational metrics. This forecasting capability allows organizations to proactively plan and allocate their resources, making informed decisions about budgeting and investment.

Our platform enables seamless integration of outsourced agents into the organization’s system, providing real-time insights, reporting, and unified routing capabilities. By integrating outsourced agents into the platform, organizations can have a holistic view of their entire workforce, regardless of location or employment arrangement.

We implement robust security measures, including infrastructure hardening, certifications, routine backups, and redundancy to ensure that the infrastructure supporting the services is resilient and completely secure.

The cloud-based modules in our solution provide users with the flexibility to scale their solutions up or down based entirely on demand, ensuring optimal resource allocation. This scalability empowers organizations to accommodate significant swings in demand and volume without disruptions.

Our new platform is designed to decrease overall downtime, enabling always-on customer support. By leveraging this platform, organizations can ensure that customer service is readily available at any time, leading to improved customer satisfaction and experience.

By implementing a single solution, organizations can achieve economies of scale, reducing the need for extensive custom support. With this scalable solution, businesses only pay for what they need, resulting in reduced overall IT spend.

Our new platform is designed to increase the efficiency of call center operations and reduce the average handle time (AHT) of calls. Through streamlined processes and improved functionality, this platform enables call center agents to handle customer interactions more efficiently, resulting in reduced AHT. It is expected that the savings from operational efficiency and reduced AHT will account for approximately 5% of all call center operations costs.

Our new platform will introduce enhanced self-service capabilities that will significantly improve the ability to deflect calls, reducing the reliance on live agent interactions. This call deflection feature is expected to generate substantial savings, estimated to be between 10% to 20% of the total call center operations cost.