Submit a request: For IBM Cloud, click hereFor AWS, click here

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.

Get your free AWS Contact Center Assessment!

By signing up, you agree to wancloudsTerms and Privacy

Solution Brief

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.

Amazon Connect Instance Setup

Starter Package
Image for Amazon Connect Instance Setup - Starter Package
Advanced Package
Image for Amazon Connect Instance Setup - Advanced Package
Enterprise Package
Image for Amazon Connect Instance Setup - Enterprise Package
Managed Service
Image for Amazon Connect Instance Setup - Managed Service

Roles and Permissions

Starter Package
Image for Roles and Permissions - Starter Package
Advanced Package
Image for Roles and Permissions - Advanced Package
Enterprise Package
Image for Roles and Permissions - Enterprise Package
Managed Service
Image for Roles and Permissions - Managed Service

Routing Profile & Phone Setup

Starter Package
Image for Routing Profile & Phone Setup - Starter Package
Advanced Package
Image for Routing Profile & Phone Setup - Advanced Package
Enterprise Package
Image for Routing Profile & Phone Setup - Enterprise Package
Managed Service
Image for Routing Profile & Phone Setup - Managed Service

Basic IVR & Call Flows

Starter Package
Image for Basic IVR & Call Flows - Starter Package
Advanced Package
Image for Basic IVR & Call Flows - Advanced Package
Enterprise Package
Image for Basic IVR & Call Flows - Enterprise Package
Managed Service
Image for Basic IVR & Call Flows - Managed Service

Advanced IVR (Amazon Lex)

Starter Package
Image for Advanced IVR (Amazon Lex) - Starter Package
Advanced Package
Image for Advanced IVR (Amazon Lex) - Advanced Package
Enterprise Package
Image for Advanced IVR (Amazon Lex) - Enterprise Package
Managed Service
Image for Advanced IVR (Amazon Lex) - Managed Service

Custom Routing

Starter Package
Image for Custom Routing - Starter Package
Advanced Package
Image for Custom Routing - Advanced Package
Enterprise Package
Image for Custom Routing - Enterprise Package
Managed Service
Image for Custom Routing - Managed Service

Chatbot Setup

Starter Package
Image for Chatbot Setup - Starter Package
Advanced Package
Image for Chatbot Setup - Advanced Package
Enterprise Package
Image for Chatbot Setup - Enterprise Package
Managed Service
Image for Chatbot Setup - Managed Service

Analytics & Monitoring Setup

Starter Package
Image for Analytics & Monitoring Setup - Starter Package
Advanced Package
Image for Analytics & Monitoring Setup - Advanced Package
Enterprise Package
Image for Analytics & Monitoring Setup - Enterprise Package
Managed Service
Image for Analytics & Monitoring Setup - Managed Service

Call Recording & S3 Integration

Starter Package
Image for Call Recording & S3 Integration - Starter Package
Advanced Package
Image for Call Recording & S3 Integration - Advanced Package
Enterprise Package
Image for Call Recording & S3 Integration - Enterprise Package
Managed Service
Image for Call Recording & S3 Integration - Managed Service

CRM Integration (e.g., Salesforce)

Starter Package
Image for CRM Integration (e.g., Salesforce) - Starter Package
Advanced Package
Image for CRM Integration (e.g., Salesforce) - Advanced Package
Enterprise Package
Image for CRM Integration (e.g., Salesforce) - Enterprise Package
Managed Service
Image for CRM Integration (e.g., Salesforce) - Managed Service

Operational Readiness & Handover

Starter Package
Image for Operational Readiness & Handover - Starter Package
Advanced Package
Image for Operational Readiness & Handover - Advanced Package
Enterprise Package
Image for Operational Readiness & Handover - Enterprise Package
Managed Service
Image for Operational Readiness & Handover - Managed Service

2-Weeks Post-Setup Support

Starter Package
Image for 2-Weeks Post-Setup Support - Starter Package
Advanced Package
Image for 2-Weeks Post-Setup Support - Advanced Package
Enterprise Package
Image for 2-Weeks Post-Setup Support - Enterprise Package
Managed Service
Image for 2-Weeks Post-Setup Support - Managed Service

24/7 on-going support

Starter Package
Image for 24/7 on-going support - Starter Package
Advanced Package
Image for 24/7 on-going support - Advanced Package
Enterprise Package
Image for 24/7 on-going support - Enterprise Package
Managed Service
Image for 24/7 on-going support - Managed Service

Designated engineers

Starter Package
Image for Designated engineers - Starter Package
Advanced Package
Image for Designated engineers - Advanced Package
Enterprise Package
Image for Designated engineers - Enterprise Package
Managed Service
Image for Designated engineers - Managed Service

Continuous optimization

Starter Package
Image for Continuous optimization - Starter Package
Advanced Package
Image for Continuous optimization - Advanced Package
Enterprise Package
Image for Continuous optimization - Enterprise Package
Managed Service
Image for Continuous optimization - Managed Service