Companies that actively prioritize their customer experience see a return on investment that's 3.4X greater than those that don't. Customer experience starts with your contact center, and Amazon Connect is the contact center solution companies choose to achieve these results for themselves.
Amazon Connect leverages a number of leading features that separate it from competing solutions - such as generative AI, custom business logic, and text-to-speech functionality. Mastering these tools unlocks the value of Amazon Connect. This is where Mission is helping organizations bridge the gap.
As an Amazon Connect Delivery Partner, Mission’s team of AWS-certified architects are experts in customizing and implementing Amazon Connect. From planning and configuration through testing and deployment, we will guide your team to a new contact center environment that gives time back to your team and improves your bottom line.
Why Amazon Connect
60%
Reduction in call volume achieved by customers implementing Amazon Connect’s self-service capabilities
50%
Reduction in agent training time through intuitive interfaces and AI-powered assistance with Amazon Connect
Cost Effective
Get true pay-as-you-go pricing based on usage – call time, chat interactions, and SMS/email consumption. This eliminates upfront licensing fees typically required by traditional contact center solutions.
AI & Machine Learning
AI solutions are built-in for chatbots, text-to-speech, and enterprise search. And Amazon Q is your onboard AI assistant, providing unified knowledge access and real-time recommendations through natural language querying.
Omnichannel Experience
Deliver personalized and proactive experiences across voice, chat, email, and SMS—all within a single unified platform. Engage customers with appointment reminders, directions and useful information in their preferred channel.
Assessment & Planning
Implementing Amazon Connect starts with a comprehensive assessment of your current environment. We will evaluate your contact center processes, identify pain points, and analyze interaction patterns across all communication channels. Mission knows the migration challenges, technical roadblocks, and cost considerations that come with moving to a new contact center solution, and builds paths around these obstacles into your implementation plan.
In the planning phase, it is key to map out all your desired integrations. Amazon Connect is highly flexible in connecting with various CRMs, ticketing platforms, and knowledge bases. Our team will account for all of your integration requirements and include these in your configuration plan.
Design & Configuration
The design of your Amazon Connect instance will leverage the tailored roadmap we’ve created to build consistent omnichannel journeys for your customers. Incorporating voice, chat, and SMS, our team will make intuitive paths that unify messaging, minimize effort on both sides, and analyze real-time data.
Our team will enlist the same business logic and routing rules across all channels. This allows for simplified management, easier updates, and better reporting. We will also implement necessary integrations, establish security protocols, and define user access controls.
Testing & Deployment
Thorough testing with expert architects is essential before going into production. Our team will validate the functional operations of all configured elements, verify integrations with connected systems, track performance, and conduct user acceptance testing with agents and supervisors.
A critical and often overlooked component of deployment is training & change management. Mission helps clients develop comprehensive training programs, communication strategies, and support resources that allow for real-time adjustment, minimize risk, and ensure a smooth transition to your new environment.
eBook
Download our Amazon Connect eBook!
Our AWS experts have crafted a comprehensive guide covering all there is to know about getting the most out of Amazon Connect. Discover common pitfalls, key features, architecture best practices and more!
Chatbots handle simple interactions and reduce agent workloads. Can directly deflect calls to self-service, provide 24/7 availability, and free up agents to focus on complex issues.
Conversational IVR
Conversational speech capabilities allow users to navigate menus in voice, replacing cumbersome “press 1 for…” designs and reducing call times. Routing is more efficient, and analytics provide valuable insights.
Virtual Agents
Essential for optimizing online transacting, virtual agents provide 24/7 customer support, automation for routine requests, and reduce errors while still providing a human-like experience.
Agent Assist
Agent Assist provides an onboard assistant for live agents handling customer inquiries. It can predict responses and recommendations in real-time, provide live coaching, and help agents get through calls much more quickly.
Insights & Analytics
Amazon Connect provides comprehensive dashboards, opportunity identification, customer intent & resolution patterns, advanced metrics for call stats, and the ability to come up with custom metrics that are most important to you.
“When we suddenly get a thousand calls in an hour, we'll have zero problems handling those – something that would be much more challenging with live agents."
David Cady
Director of Data Operations
Get in touch
Want to talk about using Amazon Connect for your business?
Schedule your free Amazon Connect consultation with a Mission Cloud Advisor today.
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