CONTACT CENTER TRANSFORMATION
WHAT IS AMAZON CONNECT
Amazon Connect is an easy-to-use omnichannel cloud contact center that helps an organization provide superior customer service at a lower cost; Simple to use, cloud-based contact center that scales to support any size business..
Our approach brings together a various relevant considerations including, but not limited to understanding the company business and call center related activities, Key Performance Indicators (KPIs) Service Level Agreements (SLAs), and input from business users to understand pain points - compile a readiness assessment, formulate a contact center blueprint and a product roadmap. It is a 3 phased approach with multiple stages:
1. Discover
- Evaluate your org’s business priorities and technical strategy, and your org’s readiness for a Cloud Contact Center
- Develop a Rollout Plan
2. Rollout
- Change Management
- Implement productivity-enhancing features
- Launch
3. Optimize
- Measure Success
- Promote Usage
- Iterate
AMAZON CONNECT & SALESFORCE SERVICE CLOUD
The integration of Amazon Connect and Salesforce Service Cloud combines the technology that powers Amazon.com’s global contact centers with the world’s #1 CRM platform.
It enables an organization to capitalize on the built-in joint capabilities of Amazon Connect and Salesforce Service Cloud to build a complete, personalized experience through a single integration.
Our approach encapsulates our experience and best practices for successful Contact Center Transformation using Service Cloud. While the following list is not exhaustive, these best practices form the basis for a successful integration of Amazon Connect and Salesforce Service Cloud.
- Assist our Clients in evaluating the differences in a Classic vs Lightning implementation of Amazon Connect (where applicable).
- Conduct a Lightning Readiness Assessment and develop a Lightning Enablement Plan (where applicable)
- Develop Integration Plans and vet with Client organization
- Develop Project Plan; define scope
- Assist with Change Management
- Assist with establishing success metrics and evaluating productivity gains