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Overview

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.

Key features:

Enhanced Customer Experience

  • Personalized and dynamic Amazon Connect contact flows through context-rich analytics platform and ticketing
  • Integration /automation with optimal and efficient AWS Lambda
  • Capture customer intent and provide natural and conversational IVR flows with Amazon Lex bot integration enhancement
  • Intelligent routing with context-based and preferred agent mechanisms to ensure the customer’s context is maintained across all interaction channels
  • Personalized notification engine for proactive status notifications of open or pending cases

Enhanced Agent Experience

  • Context-based CTI-integration with interaction history across channels
  • Next-generation agent desktops applications with a unified 360ᵒ view of customer data
  • Guided scripting through knowledge management tools to ensure effective communication and contextual advice
  • ‘Next Best Action’ through predictive analytics
  • Derive insights on customer sentiments, trends via real-time customer analytics and a live dashboard
  • Reduced average handling time (AHT) and wait time

Operational Efficiency & Flexibility

  • Next-gen cloud-based contact center solution on an open platform that is scalable, flexible, reliable and easy-to-integrate with new channels
  • Better insights and data: real-time updates on customer experiences
  • Machine-first strategy for reduced agent-intensive call types through AI/ML chatbots for voice, chat and customer experience web channels

Strategic partner for Amazon Connect Cloud Contact Center Services

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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

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Challenges & Solutions

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.