Amazon Web Services (AWS) has validated our ability to digitize the customer experience through implementation and deployment projects of the Amazon Connect solution for contact centers in the cloud.
This new certification, the first achieved by a local AWS partner in Spain, certifies that the company has the knowledge, qualified personnel and experience to offer design, deployment and maintenance services for solutions based on Amazon Connect, the contact center solution in the AWS public cloud that allows companies to provide customers with a complete multichannel experience (voice, chat, telephone, etc.) at a lower cost than traditional systems.
Benefits of Amazon Connect for transforming contact center services
For those companies that want to transform the experience they offer to their customers, this is a very powerful omnichannel solution that can be operational in a matter of minutes, with unlimited scalability depending on the demand of each moment and that benefits from all the capabilities of a cloud solution: no specific hardware to implement (only microphone and headset are needed) and the only software needed is the browser (Google Chrome or Mozilla Firefox); it is only paid on a pay-per-use basis and, in addition, it is designed to integrate with the rest of the systems used by the organization.
In addition to these features, it allows you to automate customer interactions and improve response times for contact center agents.
Since its launch in 2017, AWS has provided Amazon Connect with new functionalities that, today, make it unbeatable as a contact center solution. As we discussed in a recent post, it now has advanced learning capabilities to detect customer needs and resolve incidents in real time; enables unified customer profiles to provide a more personalized service; analyze the customer experience in real time; automate agent management tasks; and authenticate the customer instantly through voice recognition, without having to ask questions.
Proven experience
Our experts have already implemented this solution in companies in the catering and utilities sectors. For example, we have been the technology partner that has accompanied Madrileña Red de Gas, the third largest gas distributor in Spain with almost 1,000,000 customers, to implement Amazon Connect as a contact center solution, a key initiative within its digital strategy with which it wanted to enhance the relationship with its customers through all its interaction channels.
“The project has allowed us to have continuous monitoring of our customer service, establish metrics and react with optimization measures that are very quick to implement. “With this project we have been able to make processes more flexible, gain speed and have control of customer service,” explains Héctor Morán, head of the company’s Customer Experience, Systems and Telecommunications department.
By joining the AWS Service Delivery Program for Amazon Connect, we now have eleven qualifications between competencies, programs and AWS services that we have achieved. We have different AWS certifications that validate our competencies in SAP consulting, Migrations and DevOps, in addition to being an AWS Well-Architected Partner, which guarantees that our consulting services are prepared to evaluate cloud architectures and help customers get the most out of their investments in this environment. We are also certified to execute projects for the public sector and Nonprofit Consulting, which certifies our expertise in supporting non-profit organizations in their cloud initiatives.
Whatever your contact center’s current situation, Amazon Connect can adapt to your needs. Follow the link if you want to learn more about this solution and how we can help you implement it and get your free proof of concept.