We have access to an excellent pool of resources which have extensive experience in legacy Contact Centre technology as well as rapidly expanding knowledge of next generation Contact Centre technologies which are available through the Amazon Connect platform. We offer evaluation, design and deployment professional services in the provision of customer contact experiences through the Amazon Connect platform. Avran deploys greenfield Contact Centre services as well as migration from existing enterprise-based solutions.

Migrate to Amazon Connect

  • Amazon Connect is an on-demand, pay-as-you-go cloud Contact Centre service
  • Operates on the globally recognised AWS cloud infrastructure offering built-in high availability, dynamic scaling and global reach
  • Allows rapid deployment and gives clients the ability to respond quickly to changing demands
  • No hardware or scalability limitations
  • Open platform which allows easy access to data and simplified application integration
  • Provides PSTN connectivity removing the need for enterprise based terminating equipment
  • Customisable desktop agent call control panel but is also able to support custom desktops via CTI
  • Provides extensive real-time and historic metrics for reporting enabling clients to gain a thorough understanding of what is happening in their Contact Centre

Avran Professional Services

  • Amazon Connect Instance Creation​
  • Omni-channel enablement (Voice, WebChat, SMS, Social, Email)
  • Contact Flow Build – Skills Based Routing​
  • DTMF IVR Creation​
  • Natural Language Chatbot build and training (Amazon Lex)
  • Agent Control Panel Customisation​
  • Voice Recording and Playback Configuration​
  • PCI/DSS Payment
  • Amazon Connect Native MI and Reporting Customisation​
  • CRM/CTI Integration (Salesforce, ServiceNow, MS Dynamics)​
  • Bespoke Customer Survey Build​
  • Sentiment Analysis
  • Voice Biometrics Enablement
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