Amazon Contact Centre
Cloud/Virtual Contact Center Solution
by Amazon Connect
We all know how Amazon is capable of delivering great things to their customers – personal, dynamic and natural experience. Over 10years ago, Amazon build it’s own contact center, making it available to all businesses
Choosing your path to cloud
The easy-to-use Omnichannel cloud contact center has the flexibility to scale your contact center up to down to any size through a single unified platform for voice, chat and task management:
Pay for what you use
No minimum monthly fees, long-term commitments or upfront license charges. Pricing will not be based on peak capacity, agent seats or maintenance
Unified Customer Data
By bringing customer information from multiple application, Customer profile provides an unified view of your customer at the beginning of the customer interaction
Easy Self Service Management
With no coding required, the visual dashboard provide the required data to manage operations, create customer experience and reuse workflow across channels
To ensure customers issues are quickly resolved, Connect Task allow agents to create task while making the call/chat, making it easy for them prioritize, assign and track their task to completion
Built-in intelligence (AI and ML enabled by default)
– Natural Interactive Voice Response (IVR) & interactive chatbot make engagement fast and easy for your customers
– Contact Lens understand your customer through real-time speech-to-text, sentiments, trend analysis and alert
– Voice ID provide real-time caller authentication to make interactions fast and secure
*Other features includes Automated outbound call, Skills-based routing, Real-time and historical analytics, Call recording and more
Migrating to the cloud is more than just technology, we include business performance strategy to deliver optimal ROI from your cloud solution
Providing full IT service from definition, through to final implementation using proven frameworks, methodologies, and tools:
1) Differentiate your Customer Experience
- Discovery Workshop: we understand the problem you plan to solve. We spend time to analyse your business operations, outline and understand what your business hopes to achieve.
- Customer Journey Mapping: we look into your business process, performance metrics and customers’ behaviour to identify pain-points to help you priorities and improve your customer experience to the next level (learn more)
Strategy to change
Without strategy, change is merely just substitution, not growth. Through Discovery Workshop and Customer Journey Mapping, we connect the dots and map out realistic plans of actions that serve as a foundation of how challenges can be approached and managed.
2) Provide, Monitor and Troubleshoot
We have a plan for you to ensure a seamless integration to your new technology:
- Transformation Consulting Service
We help you focus on organizational transformation based on your business objective through defining, augmenting, and recommending digital opportunities that are prioritized to deliver critical business outcomes (learn more)
- Project management
Through a single point of contact, we take in with full accountability for the project, including communication and escalation definition, through to final implementation using proven frameworks, methodologies, and tools
- Service Integration
We cover implementation to integration, staging and installation, testing, integration, validation, and handover, to operations for ongoing successful usage and adoption, all while using the full complement of project management.
- Handover and Training
We provide all of the required documentation and information at the successful conclusion of your project and ensuring. that your operational team is fully briefed, supported, and enabled on the as-built system.
3) Continuous improvement
- Situational Coaching Workshop: We all know that Customer Experience goal continue to move. As technology advances, business must adapt to new customer expectation and industry trends. CX Experts/Practitioners in Activeo can equip your team with new best practices and references to identify blocks and create actions to effect the change through your day-to-day operation.
- Survey Feedback Management: We provide all-in-one solution to gather feedback, gain insights and driving further actions to improve your customer experience. (learn more)
Speak to us
Let us know how we can help