Support for Introducing Amazon Connect
Omnichannel cloud-based contact center solution to accelerate Customer Experience (CX)
Overview
Amazon Connect is an omnichannel cloud-based contact center using AI provided by AWS, which helps improve both customer experience and operations speedily at low cost.
Simplex provides support for implementing Amazon Connect to corporate customers that consider transitioning their contact centers to cloud.
Shortage of engineering human resources
We have just opened a contact center. While most engineers work for business divisions, we have no engineers to be assigned to the contact center.
Shortage of funds for initial investment
We cannot afford to make such expensive IT investment as we need a lot of money on other measures. We would like to reduce initial cost as much as possible.
Shortage of knowledge and skills
We have engineers but they lack knowledge and skills relating to AWS and on how to build a cloud contact center.
Simplex quickly assists customers in improving customer experience.
Preset workload
Templates for necessary workflows and functions
Sophistication and customization
Features of Amazon Connect
Easy and speedy implementation
Easy set-up procedures which take just a few minutes and the contact flow design with no coding required allow you to start operating a contact center even without technological expertise. Even after starting the operation, you as an administrator can perform maintenance work such as flow changes on your own without assigning an engineer each time you need.
Compatibility with omnichannel
The contact center caters to a variety of contact methods, including voice calls including in-app and web-based calls, chat, SMS, and emails, let alone equipped with functions essential for a contact center as standard. In addition, since information is linked seamlessly across all channels, it supports both inbound operations and outbound campaigns optimized for each customer.
Enhanced customer experience through effective use of generative AI
You can respond to inquiries from customers more quickly and appropriately with generative AI providing you with information related to the inquiries real-time based on the product information and knowledge the company has accumulated.
Improved quality of contact center through performance analysis
Amazon Connect contributes to improving the quality of a contact center and customer satisfaction through the analyses of the content of inquiries and the feelings of inquirers, the monitoring of the performance of agents, and other measures. It also helps users optimize the operation of their contact centers by identifying the coaching needs of agents and the trend of the number of responses to inquiries based on the insights garnered.
Service and Support
Quick customer experience enhancement
Amazon Connect provides workloads in a preset status. Amazon Connect also enables users to quickly build a cloud-based contact center even when they lack sufficient engineers in-house to support the center, as it provides the users with workflows and IVR (Interactive Voice Response), which are necessary for the opening of a contact center, in the form of templates.
We at Simplex support customers to tailor settings to their individual needs so as to support more sophisticated linkages such as linkages to their own customer data and external promotion tools.