
AWS Connect Solutions
Deliver exceptional customer service experiences with Wanclouds. Our expertise in Amazon Connect and tailored solutions ensure seamless omnichannel interactions while optimizing your business operations
Innovative AWS Contact Center Solutions for Seamless Customer Engagement
At Wanclouds, we specialize in designing and delivering innovative cloud contact center solutions that elevate customer service experiences. Our deep expertise in Amazon Connect allows us to create fully tailored, scalable contact center environments that empower businesses to provide seamless, omnichannel customer interactions across voice, email, chat, SMS and CRM integrations, ensuring a fully optimized contact center tailored to your specific business needs.
Certified Expertise
Delivered by certified specialists to ensure tailored, scalable, and future-ready Contact Center solutions.
Customized Solutions
Every setup aligns with your specific business needs, integrating seamlessly with existing systems.
Comprehensive Support
From setup to maintenance, Wanclouds provides 24/7 support and optimization for seamless operations.
AI-Driven Efficiency
Advanced AI tools like Amazon Lex automate tasks, enhance productivity, and improve customer interactions.
Scalable and Secure
Flexible infrastructure adapts to business growth while maintaining compliance with security standards like GDPR and HIPAA.
AWS Contact Center Resource Coverage
An AWS Contact Center powered by Amazon Connect provides a comprehensive suite of resources to manage customer interactions effectively. Below is a detailed breakdown of the resource coverage
Customer Interaction Management
Inbound and outbound calling with call routing and interactive voice response.
Real-time chat for web and mobile applications.
Manage email queries within the same contact center framework.
Unified interface to handle voice, chat, and email in one place.
AI and Automation
AI-driven chatbots and voice bots for self-service.
Transcription and keyword analysis using Amazon Transcribe.
Real-time customer sentiment tracking with Amazon Comprehend.
Handle FAQs and repetitive tasks through automation.
Agent and Customer Tools
Intuitive interface for managing interactions across channels.
Unified view of customer history for personalized interactions.
Built-in web-based telephony for agents.
Allow customers to request callbacks during high call volumes.
Integrations
Seamlessly connect with tools like Salesforce, HubSpot, and Zendesk.
Integration with Amazon Kinesis, QuickSight, and AWS Glue for reporting.
Extend functionality using AWS Lambda and REST APIs.
Compatibility with various workforce management and analytics software.
Real-Time and Historical Analytics
Monitor agent performance, call volumes, and customer interactions.
Access detailed insights for performance trends and quality assurance.
Store, replay, and analyze call recordings for compliance and training.
Routing and Workflow
AI-driven routing based on customer preferences, agent skills, or language.
Build workflows for complex routing scenarios with drag-and-drop tools.
Flexible queue configurations to optimize agent availability.
Operational Support
Continuous optimization and support by Wanclouds.
AWS Knowledge Center and partner programs for agent training.
Built-in redundancy and failover support.
Security and Compliance
Protect data in transit and at rest using AWS Key Management Service (KMS).
Fine-grained permissions with AWS Identity and Access Management (IAM).
Certifications including PCI DSS, GDPR, HIPAA, and ISO 27001.
Scalability and Global Reach
Automatically adjusts to call volume fluctuations.
Redundant and localized support across AWS regions.
Global compatibility for diverse customer bases.
Comprehensive AWS Connect Solutions for Every Stage of Your Contact Center Journey
Wanclouds offers a full spectrum of services tailored to meet the unique needs of customers at every stage of their AWS Connect deployment. Here’s an overview of our key offerings
Starter Package
Designed for the foundational setup of the AWS Connect environment, ensuring a smooth and efficient launch.
Advanced Package
Includes all features of the Starter Package, along with advanced capabilities like complex call routing, AI-powered chatbots, and seamless integration with Amazon Lex.
Enterprise Package
Comprehensive coverage encompassing both Starter and Advanced Packages, scaled for large deployments and incorporating third-party CRM integrations.
Managed Service
Provides ongoing management and maintenance of the deployed AWS Connect environment and related AWS infrastructure. This includes scaling resources as needed and ensuring configurations and integrations are up to date.
Starter Package | Advanced Package | Enterprise Package | Managed Service | |
---|---|---|---|---|
Amazon Connect Instance Setup | ||||
Roles and Permissions | ||||
Routing Profile & Phone Setup | ||||
Basic IVR & Call Flows | ||||
Advanced IVR (Amazon Lex) | ||||
Custom Routing | ||||
Chatbot Setup | ||||
Analytics & Monitoring Setup | ||||
Call Recording & S3 Integration | ||||
CRM Integration (e.g., Salesforce) | ||||
Operational Readiness & Handover | ||||
2-Weeks Post-Setup Support | ||||
24/7 on-going support | ||||
Designated engineers | ||||
Continuous optimization |