Amazon Connect by InterVision delivers a modernized cloud-based contact center solution that helps organizations provide a better customer experience, simplify operations, and save up to 80% compared to traditional contact center solutions.
InterVision augments the native features of Amazon Connect with customizations such as a unified agent desktop, detailed analytics, and predictive dialers as well as comprehensive integration with other enterprise solutions, like Salesforce and ServiceNow.
With no term commitments, no infrastructure to manage and billing for only what is used, Amazon Connect by InterVision delivers a simplified contact center that’s fully customized to meet customer and agent requirements.
As a Premier Consulting Partner in the Amazon Web Services (AWS) Partner Network (APN), InterVision combines its deep expertise in AWS cloud with a nearly twenty-year legacy in unified communications to delivers seamless contact center migrations to Amazon Connect in weeks, not months.
The Contact Flow Engine enables non-technical users to create customer interactions, or “contact flows,” to surface information such as past purchases, contact history, and customer tendencies, which can be used to anticipate end-customer needs and deliver answers to questions before they are even asked.
Amazon Connect enables natural customer conversations by integrating with Amazon Lex (an Amazon AI service currently in preview that uses the same deep learning technologies), the same technology that powers Amazon Alexa, to enable any developer to quickly and easily build natural language interactions.
If a customer needs to speak with an agent, the customer is matched to an agent with the right skill set using routing profiles. Routing profiles use multiple mechanisms (Priority, Delay) to fine-tune the logic that determines which contact an agent will receive.
Amazon Connect comes with out-of-the-box integration to leading Customer Relationship Management (CRM) offerings and an API for custom integrations. You can also use Amazon Connect with Workforce Management (WFM) suites and other AWS services like Amazon S3 and AWS Lambda for storing recorded calls or streaming detailed contact records in real-time to a data warehouse to merge with business intelligence systems for further analysis.
With customizable real-time and historical metrics, a contact center manager can make data-driven decisions to increase agent utilization and reduce customer wait times while also delivering longer-term insights on customer issues and operational performance.
Eliminate the burden of managing your contact center and improve end user experience with a dedicated cloud partner backed by decades of experience designing, building and operating communication solutions.
- 20 years of experience in enterprise communications/contact center solutions and managed services
- Deep expertise with both hardware and cloud-based communications allow for migrations to take place in weeks, not months
- Seamless integrations with other enterprise solutions, like Salesforce or ServiceNow, making access and analytics intuitive and easy
- Proven ability to plan and execute complex mission critical voice deployments and migrations
Ready to save up to 80% and offload your contact center operations and improve end user experiences? Complete the form to start the conversation with one of our experts.