As organizations aim to provide superior customer service at the contact center, they also look at ways to migrate legacy contact centers to the cloud for improved flexibility, scalability, agility, security, and deliver an omnichannel experience at a reduced cost.
Infosys has a strong partnership with Amazon Web Services (AWS) to ensure that our clients receive the right expertise and tools for migration, transformation, and management of workloads on the cloud when building successful AWS-based businesses. Infosys provides specialized services on Amazon Connect, with a well-defined approach and framework that help customers with comprehensive Amazon Connect Cloud offerings - greenfield implementation and integration, consulting, testing and validation, and migration of existing on-premise contact center setup to Amazon Connect Cloud, with complete ownership of the cloud platform and services.
Amazon Connect is a 100% cloud-based contact center that provides self-service configurations to help organizations improve customer service at a lower cost and in a pay-as-you-use model.
Infosys’ Amazon Contact Center practice focuses on being a strategic partner to our clients, assist them in a range of roles, from consulting to integration and production support, to meet their customer experience goals and transform their contact centers.
Enhanced Customer Experience
Enhanced Agent Experience
Operational Efficiency & Flexibility
Infosys has designed, implemented and supported mission-critical contact centers across the globe, aided by its experience, deep expertise and comprehensive coverage of the contact center technology landscape.
Infosys has certified business and technical professionals who are trained on Amazon Connect Technologies, AWS integration and customization of comprehensive solutions to help clients migrate their contact center services to Amazon Connect.
Improved hyper-productivity by Continuous Optimization
Providing “First time right” experience
Lower Cost to Serve and IT & Ops Spend
Optimizing time to serve via AI based bots and Virtual Assistants
Streamlining IT/CC operations via Frameworks, Tools, Self-care and Automation
Framework and best practices for successful execution of migration/deployment
Custom tools & utilities to enhance production support productivity and continuous improvement
Analytics powering decisions by synergizing data across businesses
Infosys provides a well-defined approach and framework to migrate existing on-premise contact center platform setup to Amazon Connect Cloud. This approach enables quicker rollouts, seamless and open integration, and accelerated implementation and user onboarding while lowering the cost via pay-as-you-use pricing model
Infosys provides a two-pronged approach for BCP solutions – tactical (minimum change and no CTI integration) and strategic (enhanced experience with CTI integration). Amazon Connect Cloud Contact Center solutions help agents work remotely while ensuring business continuity with rapid enablement of BCP solution.
Infosys helps clients with a machine first strategy using virtual assistants. This approach includes self-service automation with personalized and dynamic Amazon Connect contact flows through context-rich analytics platform and ticketing integration that rely on best practices of Infosys.