Amazon Connect

Customer experience (CX) in the cloud AWS’s AI-powered contact center

Amazon Connect

Amazon Connect is a cloud-based customer contact center service by Amazon Web Services. It enables businesses to efficiently manage customer interactions through various channels, including voice, chat, and email. It has omnichannel capabilities and integration options with popular CRM services like Salesforce. 

Augusto specializes in managing, supporting, implementing, and developing within Amazon Connect, ensuring optimal performance for your customer contact center needs.

Amazon Connect Managed Services

Augusto can help manage, support, implement and develop in Amazon Connect. Our Amazon Connect Managed Services will deliver improved performance and minimized downtime, giving you time to focus on your core business. Through continuous monitoring and support, our team ensures smooth and reliable customer interactions for your business.   Read our Case Study

Amazon Connect Custom Development and Integration

Augusto leverages the Agile process to collaboratively achieve your team’s goals. Our teams consist of an engagement lead and a senior technical lead who will form a partnership with you and the designated product manager. Additional team members can be incorporated as needed, depending on your project’s timing and budget. We actively participate in, or take the lead on, your daily scrum meetings, occasionally traveling to your offices for working sessions. This allows us to seamlessly integrate into your operations, functioning as if we were part of your in-house team.

Custom Voicemail Solution

Augusto can help install voicemail, direct dial voicemail and custom voicemail greeting solutions. Our customized voicemail solutions allow for better communication with callers, leading to increased engagement and clearer information sharing.

Amazon Connect Integration to Salesforce

Augusto can customize the integration between Amazon Connect and your Salesforce instance using the Salesforce CTI (Computer Telephony Integration) Adapter. Through this integration, Salesforce users can directly handle phone calls within the system, with the added capability to store recordings in custom records for transcription and analysis of conversations. Real-time and historical contact center metrics can also be seamlessly integrated into Salesforce for comprehensive tracking and analysis.   Read More in our Case Study

Custom Amazon Connect SSO Integration

Single sign-on (SSO) with multi-factor authentication ensures secure logins for client agents. We offer assistance in implementing tailored SSO solutions to enhance access efficiency, minimize the necessity for multiple logins and boost overall usability for agents. Our customized SSO solutions not only improve security for client agents, but also enhance convenience by simplifying access to critical systems and reducing login friction.

Reporting: Call Transcription, Sentiment Analysis and Recording

Our approach incorporates comprehensive reporting to monitor key performance metrics and customer service effectiveness. Leveraging call transcription, sentiment analysis and recordings, our team can extract valuable insights from customer interactions to improve service quality. 

Sign Up For Our Newsletter

Stay up to date on the latest news, insights and offerings from Augusto.