What is Amazon Connect?

Customer Engagement

Amazon Connect is an easy to use cloud contact center that provide businesses with agile customer service solutions on a pay as you go basis. Over 10 years ago, Amazon’s retail business needed a contact center that would give its customers personal, dynamic, and natural experiences. They couldn’t find one that met their needs, so they built one. The technology used to build that has been made 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 multi-channel, 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.  This means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. Designed so that you can start building a contact center in minutes Amazon Connect supports an Agile approach to customer service.  This allows you to rapidly deploy solutions that can be easily grown to support millions of customers.

Why JT’s Customer Engagement solution?

  • End to end support – we can provide the consultancy to build your Amazon Connect call flows, and the WAN services that will deliver cloud applications to your offices and shops
  • Opex based charging so you only pay for what you use
  • Rapid time-to-market with no long lead-time infrastructure requirements
  • Single integrated platform that extends across multiple devices or systems
  • Optimising agent performance with task blending
  • Global delivery and support
  • First class service powered by the globally recognised business
  • 24/7*365 fully managed and monitored service support

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JT have pulled out all the stops to meet our business go live date with flawless execution on the Contact Centre implementation.   Andrew Mutch, Director of Technology Operations Read more

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