Amazon Connect

Easy to use omnichannel cloud contact center

Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.

Benefits

Make changes in minutes not months

Amazon Connect is so simple to set-up and use, you can increase your speed of innovation. With only a few clicks, you can set up an omnichannel contact center and agents can begin talking and messaging with customers. You can also reuse the same automated interactions you already have to create chat flows. Making changes is easy with an intuitive UI that allows you to create voice and chat contact flows, without any coding, rather than custom development that can take months and cost millions of dollars.

Save up to 80% over traditional contact center solutions

Amazon Connect costs less than legacy contact center systems. With Amazon Connect you pay only for the time you spend interacting with customers, plus any associated telephony and messaging charges. With Amazon Connect there are no minimum monthly fees, long-term commitments, upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance.

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With Amazon Connect you can scale your contact center up or down to any size, onboarding tens of thousands of agents in response to normal business cycles or unplanned events. As part of the AWS cloud, you can support your customers by accessing Amazon Connect from anywhere in the world in a secure, reliable, and highly scalable way. Agents and managers just need a supported web browser and an internet connection to engage with customers from anywhere.

Capabilities

Omnichannel customer service

Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, web chat, and mobile chat. With Amazon Connect you can also use the same automated interactions and chatbots across channels to increase operational efficiency. This means your customers can interact with your agents based on factors such as personal preferences and wait times, they can keep working with the same agent across channels, and their interaction history is preserved, so they don’t have to repeat themselves, improving customer experience and reducing resolution time.

Learn about Amazon Connect’s high-quality audio »

Learn about Amazon Connect’s secure flexible chat »

Flexibility and agility

Amazon Connect is an open platform that easily integrates with any system that your contact center relies on, such as customer relationship management (CRM), workforce optimization (WFO), or workforce management (WFM) systems. For example, you can use AWS Lambda to access virtually any backend system to personalize automated experiences and provide conversation history and real-time context to agents as customers switch between voice and chat channels. There is no need for connectors or professional services to build contact flow experiences that adapt to your customer needs.

Out-of-the box intelligence

Amazon Connect is AI-enabled by default, allowing agents to immediately use AWS AI services with Amazon Connect to automate interactions and improve customer service. Amazon Connect has natural text-to-speech built-in so you can create personalized messages in real-time and with Amazon Lex, an Amazon service that builds conversational interfaces into any application with speech-to-text and Natural Language Understanding (NLU), you can use the same powerful technology that powers Alexa across voice and chat, easing the handoff between agents with context. Amazon Connect also leverages AI to transcribe calls and show caller sentiment in real-time, and then mine your customer engagement data to surface insights and spot trends.

Contact Lens for Amazon Connectis a set of machine learning capabilities integrated into Amazon Connect that allows contact center supervisors to better understand the sentiment, trends, and compliance risks of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.

Get expert help, provided by AWS IQ

All services provided by third party experts.

Siva Bala
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★★★★★ 5.0 (1 review)
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  • AWS Certifications

    • Solutions Architect (Associate)
      • Machine Learning (Specialty)

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      No-nonsense and creative full-stack computer vision, machine learning & AI consultant with 25 years of high tech consulting experience in the area of product development and business incubation.

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    • "Very pleased with Sivas work! Highly recommend"
      ★★★★★ 5.0
    AWS IQ provides AWS Certified experts on demand. This offer is provided by Siva Bala Narayanan Ph.D.

    Set up Amazon Connect contact center

    Description

    Whether it’s for the scalability and flexibility, or to take advantage of automatic maintenance and upgrades, there are many benefits to migrating your call center to the cloud. I will help you migrate quickly and seamlessly from your on-premise call center to Amazon Connect.

    The first step is to meet and review your current solution and identify the goals you have for this migration. I am familiar with many on-premise solutions and will provide guidance and recommendations on the best approach to the migration. This will include budget guidance and estimates. After our initial consultation I will deliver the migration plan containing the key product and technical details of the Amazon Connect migration.

    The next step is to setup and configure Amazon Connect with the appropriate contact flow as determined from step one. I will setup Amazon Connect directly in your AWS account, including all roles and permissions required for your team to manage and administrate it moving forward. Once completed I will deliver an installation report with the key technical details for your team to be able to assume the management of the system.

    The last step is to train a small set of your agents on how to use the new Amazon Connect system. If you have a larger team you can either have your agent’s share their learnings or we can arrange further training sessions. I will walk them through the common use cases and answer any questions they have. I will also provide documentation for reference and for other agents to be easily onboarded.

    Finally I will provide one month of additional email support for any setup-related questions your team has. I have seven years of experience with AWS and I have helped many customers successfully adopt AWS technologies. I look forward to helping you with your success story.

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    $2,000

    Delivery time

    3 days

    You will not be charged until you are satisfied with work completed
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    James Malin
    ★★★★★ 5.0 (4 reviews)
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    • AWS Certifications

      • Solutions Architect (Associate)

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      Services

      • Focused on helping businesses automate their workflow and processes in the cloud with DevOps and Solutions Architecture best practices.
      • AWS architecting consultations and solutions.
      • Help migrate on-site servers, data and infrastructure to AWS
      • Migrate from traditional desktops and VDI solutions to Amazon WorkSpaces.
    • Reviews
    • James was very effective. He took the time to understand my requirements and provided the right solution. His understanding of the AWS capabilities and my needs made for a solution tailored to fit my budget. He understood the need to start small, but still have the capability to scale.
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      Mr. Malin was a pleasure to work with. He built an amazing web platform for our firm including a portal and document management system. Very knowledgeable and has provided us with great service as well as his professional guidance. The best on the platform, James will be our go to programmer moving forward. I'd highly recommend.
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      As always, James is a pleasure to work with. Him and his team took care of everything we needed regarding our website and phone systems, they are true tech experts.
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    Set up Amazon Connect appointment bot

    Description

    To streamline your business, automate the process of creating appointments, meetings, and scheduling phone calls with an Amazon Lex bot for Amazon Connect. We will review your company’s unique needs before developing a customized solution that works for your company. I’ll begin by setting up a DynamoDB table to organize your critical data.

    Next I’ll add conversational interactions to your Amazon Connect flow by setting the Amazon Lex bot. Your customers will be able to enter sensitive information through their numeric keypad or verbally stating the numbers. Finally I can integrate these systems with your company’s existing calendar and/or existing phone systems. I’ll walk you through the setup and provide detailed documentation of your Amazon Lex bot.

    I am the Founder and CTO at Diverse Programmers LLC. I am well versed in handling confidential information and security across education, medical, financial and government sectors.

    Key deliverables

    • Design consultation
    • DynamoDB table
    • Lex appointment bot
    • Documentation and walkthrough

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    Starting at $2,000.00

    Delivery time

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    You will not be charged until you are satisfied with work completed
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    Kevin Shaholli
    ★★★★★ 5.0 (5 reviews)
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    • AWS Certifications

      • Solutions Architect (Associate)
      • Developer(Associate)
      • SysOps Administrator(Associate)
      • Solutions Architect(Professional)
      • DevOps Engineer(Professional)
      • Security(Specialty)

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      I've been an AWS Solution Architect for many years helping many clients, from small startups to big companies. I have a lot of experience in architecting, designing, and implementing various different applications which are highly available, scalable and cost optimized.

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    • Kevin did a very thorough job of analyzing our system and finished the job on time. He even offered some valuable feedback on our environment and created a Cloud Formation template for free. I will definitely use him again for our next networking project.
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      Very helpful and knowledgeable. Looking forward to working with him on future projects.
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    Set up Amazon Connect wallboard

    Description

    Effectively tacking and managing your Amazon Connect system’s real-time metrics is crucial to keeping customers satisfied. A wallboard is a dashboard showing real-time metrics that can answer questions like “How productive are my agents” or “what is the current longest waiting call in a queue”. I will setup and build a wallboard for your business.

    In step one we will identify the list of metrics required for your wallboard solution. If requested I can provide feedback and guidance based on my experience building similar wallboards. We will review the security, roles and permissions required. When complete I will provide a write up containing the high-level design of the wallboard design specified.

    In step two I will implement the wallboard using a python dynamic web application that connects directly to your Amazon Connect system. I will configure it and install it directly in your AWS account. I will email a short writeup of the technical details of the solution when complete.

    In step three we will review the solution to ensure everything meets your expectations. I will answer any questions you have. I will also provide two additional weeks of support after the job is complete.

    Key deliverables:

    1. Initial design document including list of metrics to include in wallboard
    2. A technical writeup of the wallboard solution, including AWS details and access to the source code
    3. A review meeting where I answer any questions
    4. Two additional weeks of support after the job is complete

    I have successfully built wallboard solutions for many customers and I look forward to providing you with your own Amazon Connect wallboard.

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    Starting at $4,000

    Delivery time

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    You will not be charged until you are satisfied with work completed
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    Kevin Glick
    No reviews
    • Details
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    • AWS Certifications

      • Solutions Architect (Associate)
      • Developer (Associate)
      • Alexa Skill Builder (Specialty)

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      API Developer, RE/MAX Denver, CO (May 2019 - Present)

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      • Ensure immutability of infrastructure with Terraform
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      • Maintain & enhance an Elasticsearch and GraphQL-based API, written in Nodea.1.js
      • Implemented a Blue/Green deployment mechanism for ElasticSearch cluster, reducing risk during deployments
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    AWS IQ provides AWS Certified experts on demand. This offer is provided by Kevin Glick.

    Set up Amazon Lex chatbot for Amazon Connect

    Description

    By using an Amazon Lex chatbot in your Amazon Connect call center, you can provide your customers the ability to perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment, without needing to speak to an agent. These chatbots use automatic speech recognition and natural language understanding to recognize the intent of the caller. I will design, build, and implement chatbot solutions for your Amazon Connect workflow.

    The first step is to review your existing Amazon Connect workflow and establish the goals for your new chatbot. I will provide feedback and recommendations on which approaches work best and provide you tradeoffs on your different ideas. At the end of this step I will provide an implementation plan that includes the delivery timeline.

    In step two I will design and build the Amazon Lex chatbot and natural language model required for your solution. I will configure and install it directly into your Amazon Connect installation. I will also make any updates necessary to ensure it is successful and meets your requirements established in step one.

    In step three I will provide a writeup on how the new chatbot works and the technical documentation for anyone who needs to make future changes to it. We will review the solution and the technical documentation and I will provide answers to any questions you have.

    Key deliverables:

    1. Initial requirement document and delivery timeline
    2. Custom written chatbot configured and installed directly into your Amazon Connect solution
    3. A technical summary document explaining how the solution works and where the key components are, including access to the source code and configuration data
    4. I will also provide answers to any questions you have for one week post-delivery of step three.

    I hold three AWS Certifications including the Alexa Skill Builder Specialty Certification. I have extensive experience in voice-first application design and development, as well as integrating AWS services into these solutions. I am confident I can help your business by providing delightful voice or text automated solutions.

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    $5,000

    Delivery time

    2 months

    You will not be charged until you are satisfied with work completed
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    Geoff Groves
    ★★★★★ 5.0(2 reviews)
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    • AWS Certifications

      • Solutions Architect (Associate)
      • Developer (Associate)
      • Alexa Skill Builder (Specialty)

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      With over 20 years in IT Networking and Enterprise Systems Architecture including roles as Engineer, Architect, Engagement Manager, Program Manager, Director of Dev-ops. I began first looking seriously at AWS services in 2013 with migrations to S3 hosting. Since then I've been actively engaged with AWS in various capacities.

    • Reviews
    • Geoff was very responsive and thorough with the job I needed help with. I recommend him highly
      ★★★★★ 5.0
      Geoff went the extra mile to make sure all the questions I had were answered, and my security concerns were addressed. He is easy to work with, knowledgeable and great at following up with additional information where needed. I plan to use Geoff for similar needs in the future.
      ★★★★★ 5.0
    AWS IQ provides AWS Certified experts on demand. This offer is provided by Geoff Groves.

    Set up 10 agent Amazon Connect contact center with inbound and outbound call flows

    Description

    Getting up and running on Amazon Connect quickly, the right way. I will set up your Amazon Connect call center from scratch and setup 10 agents using inbound and outbound call flows.

    We will begin with an initial consultation to understand your business, desired outcomes, and budget. I can provide guidance and advice on the best options for your needs. I will collect critical information such as the inbound and outbound phone numbers to activate and setup. Once the information is collected I will share with you the project plan that includes the critical components to the project and a timeline for delivery.

    I will then implement the solution as specified. This includes configuring and setting up agent configuration, route group configuration, prompts, call flow setup, agent hierarchy set up, skills based routing set up, hours of operation set up, and more. This solution assumes you will be using the default AWS default options and using Amazon Connect as the authentication mechanism. I can implement more sophisticated authentication models at additional costs. Once the implementation is complete I will provide a summary of the technical components for your records.

    In the last step I will set up the agent hierarchy and escalation process, and then provide a training session for up to ten agents. I will walk them through the new configuration, and answer any questions. I will provide detailed documentation for any follow up questions or new agents.

    Key deliverables:

    • Project plan that includes key requirements and timeline
    • Fully deployed and configured Amazon Connect solution directly in your AWS account
    • A technical write up containing the summary of the critical technical components
    • A training session for up to 10 agents
    • Two additional weeks of email support where I will answer any subsequent questions

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    $595

    Delivery time

    1 week

    You will not be charged until you are satisfied with work completed

    Customers

    Capital One

    Capital One deployed Amazon Connect company-wide to support tens of thousands of customers every day.

    Intuit

    Intuit relies on Amazon Connect to support over 100,000 calls on tax day.

    ChartSpan

    ChartSpan, the largest chronic care management (CCM) service provider in the U.S., decreased cost 80% and increased staff utilization 12% by switching to Amazon Connect.

    To learn more, see Amazon Connect customers.

    Blog posts & articles

    Visit the Contact Center Blogto learn about unique use cases, best practices, technical deep dives, and new feature launches.

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