Automate with Artificial Intelligence

  • Automate common customer contact and employee workflows including auto case generation and status updates
  • Deploy Amazon Lex conversational chatbots to create an enhanced customer experience via voice and messaging channels
  • Provide a consistent customer experience across all digital channels
  • Introduce increased self-service by integrating Amazon Lex natural language IVRs to back-end systems including databases and CRMs
  • Automate identification and verification
  • Deflect voice calls to digital channels
  • Reduce average handle time and increases agent productivity​

Amazon Connect and CRM Integration

  • Provide an enhanced customer service and employee engagement experience by integrating Amazon Connect and cloud CRMs (e.g Salesforce, ServiceNow, MS Dynamics, SAP, Zoho, Zendesk)​ over APIs
  • Create personal and dynamic customer experience based on data retrieved from the CRM
  • Integrate workflow capabilities between public cloud platforms​ and increase first-time resolution
  • Create a seamless experience from customer contact through to resolution​
  • Effectively route and resolve customer contacts​
  • Inbound screen pop ups providing CRM user with context of contact. CRM users can rapidly access customer information including customer details and case history​
  • Embedded client within the CRM desktop enabling users to answer omni-channel contacts through a single interface​
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