Omnichannel Contact Centre, Amazon Connect
Amazon’s elastic cloud-based contact centre solution, used by over 70k Amazon service agents worldwide.
Reimagine your contact centre with Amazon Connect.
We are one of the first UK companies to embrace and then extend Amazon Connect back in 2017, and we’ve now successfully deployed or provided expertise on Amazon Connect for numerous businesses in both public and private sectors. Our team of Amazon Connect experts are able to help global organisations supercharge their contact centre through a combination of advanced products and services all built around Amazon Connect.
Why is Amazon Connect different?
Regions served.
Gamma Labs is based in the United Kingdom and operates across Europe. We also support a number of global clients with their US-based Amazon Connect contact centres.
The power of Amazon Connect & SmartAgent will truly reimagine your contact centre, delivering the following benefits:
Customer satisfaction.
Reduced queuing and call times with quicker and more relevant answers. Ability to talk on the customer’s preferred channel, in their language.
Agent happiness.
SmartAgent app specifically designed for agents, allowing the removal of repetitive, mundane tasks. Enables increased contact handling, from anywhere.
Reduced costs.
Pay as you use contact centre model with no licence fees. Achieve lower average handle (AHT) times, deflection and quicker agent onboarding.
Migrating from on-premise? Not sure where to start? Here’s how we did it for First Group.
Explore
Gamma Labs + Amazon Connect.
Migrate & scale.
Amazon Connect is a globally accessible and highly scalable contact centre solution. We specialise in AWS best-practice design, build and deployment of Amazon Connect, including native natural language processing, robotics and exchange of data with any external systems. Amazon Connect’s 100% cloud-based platform provides a pay for usage model, removing the need for large long-term licence fees, hardware capex and operating overhead.
Integrate & automate.
We specialise in bespoke integration and offer a number of ready-made connectors with tools such as Salesforce, C4C, Calabrio, Aspect, ServiceNow, Zendesk and PowerBI and the ability to integrate Amazon Connect with virtually any API. Our team of digital customer experience specialists also use AWS AI services to drive more efficient customer experiences including Amazon Lex for natural language and Amazon Polly for voice responses. We build high performing automated customer journeys, omnichannel chatbots and consolidated reporting.
Agent efficiency.
We offer a full suite of proprietary contact centre and agent efficiency tools, including our omnichannel agent desktop which can run stand-alone or embedded directly within your existing CRM or single customer view tool. SmartAgent integrates with Amazon Connect and provides a single pane of glass for agents, supervisors, analysts and assessors, working hand-in-hand with AWS automation and your back-office systems to improve efficiency, customer experience and compliance.
System Architecture
We design and build to AWS best practices, providing a robust, secure and production-ready Amazon Connect implementation that is ready to scale.