Amazon Connect

Amazon Connect is a usage-based platform that makes it easy for any business to deliver better customer service at lower cost. Unlike traditional contact center solutions, there are no up-front payments or long-term commitments. There is no call center infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage, plus any associated telephony services.

Pricing encourages agents to be as efficient as possible. Aspen can help you further control costs with managed services that increase efficiency, for example, deploying Amazon Lex for customer self-service means reduction in usage, which also means reductions in cost.

Amazon Lex makes it possible for your business to create highly engaging customer experiences and long-term savings. Aspen can help you easily build voice and text conversational interfaces that can be integrated with any application. Leverage deep learning functions like automatic speech recognition, speech-to-text and natural language understanding (recognizing the intent of the text). With Amazon Lex integrations, customers can accomplish tasks like requesting a balance or scheduling an appointment without having to talk to an agent.

Using a two-vendor solution of Salesforce and Amazon Connect, we can create a full omni-channel contact center solution. The combined solution supports voice, email, chat, SMS, web-to-case, case management and knowledge base. The integration between AWS Connect and Salesforce is standardized, simple to configure and is in real time.

Based on business rules, time of day or excessive queue times, a customer can be offered the option to leave a message. Instead of just using standard voicemail, we can transcribe the issue and send it to email for follow up. This is also useful to open a case which can be tracked, routed and reported on.