RapidPath

This phase focuses on determining specific business requirements and objectives for implementing Amazon Connect. Identification of key features, integrations and expected capabilities from the Amazon Connect solution are defined and agreed upon in this phase.

The contact flows define the customer experience during the interactions with the contact center. The solution design will focus on Customized Call Flows, Interactive Voice Response (IVR) menus, Queue Routing and Integration Points with Other Systems.

In this phase, an Amazon Connect Instance will be built and will include Voice and Web Chat, Voice Recording, Customized Call flows and Queues, Toll-Free Numbers, Call Back, Voicemail, Whisper and Integration with Other Systems.

The contact center environment will be thoroughly tested using automated test cases covering contact flows, routing configurations, and integrations. Both functional and load testing will be performed to ensure complete functional coverage and performance of the contact center. After successful completion of the tests, the solution will be deployed to production for live agents to start interacting with customers.

Post deployment, the contact center environment will be continuously monitored for collecting key metrics including call volumes, wait times and agent performance using ConnectGen’s customized real-time dashboards and reporting capabilities. The contact center environment will be continuously optimized to adjust settings, workflows and integrations to improve efficiency and customer satisfaction.