Amazon Connect by InterVision

Deliver omni-channel customer experiences and reduce costs by 80%

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.

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Reap the benefits of a cloud-based contact center

  • Reduce costs. Save up to 80% compared to traditional contact center solutions through a pay as you go model
  • Simplify operations. Simplify contact center operations and scale dynamically without installing or managing additional hardware
  • Deliver omni-channel experiences. Deliver personalized and dynamic customer experiences with simplified contact flows and natural language understanding powered by Amazon Lex AI
  • Deploy cast. Deliver a modernized and full-featured contact center in weeks not months with hands on support from certified AWS experts



Up and running in weeks; not months

As an AWS Premier Tier Services 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 deliver seamless contact center migrations to Amazon Connect in weeks, not months.

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.

Key features

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Dynamic and personal contact flows

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.

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Natural input using Amazon Lex

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.

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Skills-based routing

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.

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Integrations

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.

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Real-time and historical metrics

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.

Trust an AWS Premier Tier Services Partner

InterVision’s AWS Amazon Connect Service Delivery designation differentiates InterVision as an AWS Premier Tier Services Partner that provides specialized demonstrated technical proficiency and proven customer success in delivering Amazon Connect. To receive the designation, APN Partners must possess deep AWS experience and deliver solutions seamlessly on AWS.

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.

  • 30 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



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