A snapshot of our Experience with Amazon Connect

Connect Managed Services is proud to be one of the most skilled and experienced partners for the Amazon Connect service in the UK. Since the launch of the service in the UK in April 2017, Connect has been engaged at a strategic level with the team at Amazon Connect.

This puts us in a unique position to build services and integration within Amazon Connect to facilitate co-existence within hybrid contact centre technology environments. We are Amazon Connect’s go-to partner for programmes which require complex integration. Testament to this is Connect being the only partner globally to have worked with Amazon to re-develop its CCP for one of its top 5 global customers.

Case Study 1: Customised Customer Contact Panel (CCP) for Leading Software Provider

  • Global technical support centre with circa 500 technical engineers handling high value technology support calls
  • Move away from traditional on-premise to Cloud based PAYG model. Key drivers:
    • Flexibility
    • Ease of roll-out, adoption and change
    • Lower TCO compared to traditional CC solutions
  • Needed customised agent desktop (CCP) with enhanced features delivered within aggressive timescales (4 weeks!)
  • CMS is the only Amazon partner globally to have delivered such customisation and enhancements for the CCP

Case Study 2: Intelligent routing layer for a large UK Supermarket

This retailer operates an online order customer service function with a mixture of in-house and outsourced contact centre resources across multiple sites.

  • Required a platform to provide intelligent routing in the form of a conversational IVR layer that identifies the relevant site to route to, based on postcode
  • CMS chosen as the partner to deliver the intelligent routing layer on Amazon Connect and Lex
  • Subsequent phases involve migrating users from Avaya on to the Connect platform with rich routing and desktop through use of a Salesforce.com adaptor
  • Project delivered in extremely aggressive timescales of 3 weeks and CMS retained to provide operational support on platform

Case Study 3: Contact Centre Cloud transformation for specialist UK Retailer

Company operates over 22 different brands each with a different unique set of customer requirements and a Myriad of different underlying CC technologies.

  • Drive to create consistency and predictability in usage through use of pure-cloud based, pay as you go service Amazon Connect
  • Delivered a Proof of Concept for an internal shared service centre to replace legacy contact centre and telephony platform
  • Built a customised real-time reporting wallboard solution for Amazon Connect that gives the department visibility of its day to day activities
  • CMS worked as extension of internal technology and networks team to provide Amazon Connect and development expertise