The world changed for businesses in 2020.
Customers, employees, and business people have discovered a new landscape for working and doing business; and many are struggling to adapt. Before COVID, work-from-home scenarios were rare in the customer service industry because most solutions don’t facilitate remote work. Now that many businesses have accepted this new way of working, their current infrastructure is not always up for the challenge.
Omnichannel Experience
The omnichannel experience aims to provide customers with a seamless and personalized interaction with an organization. This is achieved by enabling customers to self-help through tools such as guided help and knowledge articles. Issues that cannot be resolved through self-help can be handled through deflective measures such as virtual assistants and knowledge articles. Automated tasks are handled by allowing customers to provide data, while offering a choice of channels for customer interaction. Personalized interactions are based on customer data and service history. Ultimately, the goal of the omnichannel experience is to provide a cohesive and satisfying experience for the customer across all channels of interaction.
Enhance Customer and Employee Experience
Devoteam can help integrate Amazon Connect and ServiceNow for an amazing omnichannel experience.
Deliver Value in the Contact Centre
Integrate Jira Service Management into your Amazon Connect workflows to offer a tailored experience to employees and customers across all channels.
Acceptance of Cloud Contact Centre and the flexibility it brings both from an agile operating model but also the flexible consumption based pricing, no upfront licences to cover peak demand that are only fully used a few weeks or months of the year.
To compete, your organisation needs a new kind of Contact Centre, one with technologies that meet those heightened customer expectations with seamless, scalable, effortless, and affordable experiences.
Delivering those exceptional customer experiences requires a Contact Centre that’s affordable, easy to set up, and easy to manage. To deliver next-generation experiences, a contact centre must incorporate the agility and scalability of a cloud-based solution. It should also draw on the power of artificial intelligence (AI), machine learning (ML), and omnichannel language understanding capabilities—the kind of automatic speech recognition technology that powers Amazon Alexa.
Your challenge. A new kind of Contact Centre, with technologies that meet heightened customer expectations!
Without enterprise-size budgets and large teams of people, most smaller businesses need solutions that help them deliver better customer experiences with fewer resources while empowering agents to be effective from anywhere.
Devoteam, an AWS Premier partner, can offer you the support and guidance you need to migrate from your existing provider or build a new Contact Centre platform.
Cost-effectively and quickly launch an omnichannel contact centre
Meet and exceed newly heightened customer expectations.
Empower agents to work seamlessly from anywhere with minimal training
No facilities upkeep or overhead to pay for. No complex, expensive licensing models payment required only for what they use. No long-term commitments or heavy upfront costs. No equipment to buy (beyond headsets and laptops)
Leverage AI and ML to raise the bar on every customer interaction
Frequent product enhancements—no need to wait for annual or biannual updates to seamlessly add new features.
Gain expert contact centre migration support and technology integrations
Evolve and scale with the business
When organisations have deployed Amazon Connect, their interest turns to other features that will enhance the customer experience and reduce KPIs, without the need to have long implementation phases and can be implemented by journey or all journeys again using the same usage based pricing.
- Using Amazon Lex for artificial intelligence (AI) service with advanced natural language models for conversational interface and chatbots.
- Real-time caller authentication using machine learning to make voice interactions faster and more secure through Amazon Connect Voice ID
- A single user interface for the creation and completion of voice calls and chats with Amazon Connect Tasks
- Fast full-text search on all transcripts with Contact Lens for Amazon Connect and real-time, detailed analytics and sentiment analysis that allows supervisors to quickly understand the trends of customer conversations
- A more unified view of a customer’s profile with the most up-to-date information through Amazon Connect Customer Profiles
- Time savings with Amazon Connect Wisdom to help agents quickly navigate and search multiple sources of information based on phrases and questions exactly as the customer would ask them
Talk to us.
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Every change starts with a discussion.
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