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Beyond Voice: How Data Sleek Powers Multi-User In-App, Web, and Video Calling in Amazon Connect

The way people connect with businesses has fundamentally changed. Not long ago, calling a helpline was the only way to get support. Today, customers expect something very different — they want the freedom to choose how they connect. Sometimes it’s voice, but often it’s chat inside an app, a quick web call while browsing, or … Continued

Amazon Connect, AWS’s cloud-based contact center platform, provides the foundation for these omnichannel experiences. But simply “turning on” channels isn’t enough. That’s where Data Sleek makes the difference — ensuring that these channels don’t just exist, but work together seamlessly, securely, and at scale.

Let’s break down why voice alone is no longer enough, where businesses hit roadblocks, and how Data Sleek helps them move beyond voice into a truly connected customer experience.

Why Isn’t Voice Enough for Modern Contact Centers?

Traditional phone support has serious limitations:

High call volumes clog lines. Customers often face long wait times just to get simple answers.
One-dimensional interaction. Complex problems are harder to solve when you can’t share visuals or collaborate.
Customer frustration. Younger, digital-native customers often avoid calling altogether.

Now consider how customer behavior has evolved:

App-first businesses dominate. From banking to food delivery, apps are the first touchpoint for customers.
Digital-native generations. Millennials and Gen Z prefer messaging, video, and app-based interactions.
Personalization expectations. Customers don’t just want fast service; they want meaningful engagement.

Adding video and web calling bridges this gap. Customers can speak face-to-face with an agent, share screens, or join a collaborative session that solves problems faster and builds trust.

Voice still matters, but voice alone is outdated.

What Challenges Do Contact Centers Face in Expanding Beyond Voice?

Moving from voice-only to omnichannel is easier said than done. Most contact centers face three big hurdles:

Integrating multiple communication channels. Adding video, in-app, and web calling isn’t just plug-and-play. Without proper integration, you end up with siloed tools that confuse agents and customers.
Maintaining consistent conversations. If a customer starts a web chat and later switches to a video call, the agent needs the full context. Too often, this context gets lost, forcing customers to repeat themselves.
Agent readiness. New channels require new workflows. Agents must be trained to handle chat, video, and multi-user sessions, all while maintaining productivity.

In short: it’s not about adding channels — it’s about making them work together.

How Does Amazon Connect Enable Multi-Channel Communication?

Amazon Connect is built for this shift. Its core strengths include:

Omnichannel routing. Agents can handle voice, chat, SMS, and now video — all from one interface.
Scalability. Cloud-native architecture means you can scale up or down instantly, without infrastructure headaches.
AWS integrations. Native ties with AWS services (like AI/ML, Lambda, and S3) unlock automation and intelligence.

For example, you can add real-time transcription with Amazon Transcribe, or language translation with Amazon Translate, right inside a call.

But while Amazon Connect provides the toolkit, businesses often need a guide to assemble the right mix. That’s where Data Sleek steps in.

Where Do Businesses Struggle Without Expert Help?

Even with Amazon Connect’s flexibility, many enterprises hit roadblocks when trying to deploy beyond voice:

Configuration complexity. Setting up multi-channel flows, APIs, and integrations is technical and time-consuming.
Reporting gaps. Out-of-the-box dashboards often don’t cover the KPIs that industries like healthcare or BFSI need.
Security & compliance. Video and in-app communications must meet strict standards like HIPAA, PCI-DSS, and GDPR.
Change management. Shifting agents and customers to new channels can cause friction without proper onboarding.

This is why many companies stall after enabling voice and chat — they don’t get the full potential of in-app, web, and video calling.

How Does Data Sleek Extend Amazon Connect Beyond Voice?

Data Sleek specializes in bridging these gaps, taking Amazon Connect from a powerful platform to a complete customer engagement hub. Here’s how:

In-app calling solutions. Customers can connect directly from within a mobile app — no switching to a browser or dialer.
Web calling integration. Seamless click-to-call or video chat from websites, without extra plugins or apps.
Amazon Connect video calling. Secure, high-quality video sessions that enable face-to-face problem-solving.
Multi-user collaboration tools. Bring customers, agents, and third-party experts (like doctors or claims adjusters) into one call.

Data Sleek also handles the back-end plumbing — integrating these channels with CRMs, knowledge bases, and analytics systems.

What Real Benefits Do Contact Centers See with Data Sleek?

The payoff is big. Businesses that extend beyond voice with Data Sleek see:

Faster resolutions. Complex issues are solved quicker with visuals and real-time collaboration.
Higher first-contact resolution. With richer communication, customers don’t need to call back multiple times.
Improved satisfaction. Video and in-app support feel more personal, building stronger trust.
Unified insights. Every channel’s data flows into centralized dashboards, helping leaders make better decisions.

For example, a healthcare provider reduced resolution times by 30% after implementing video consultations with Data Sleek’s Amazon Connect integration.

How Does Multi-User Collaboration Change the Game?

Multi-user collaboration is a game-changer in industries where multiple stakeholders are needed to solve a problem:

Insurance claims. Customers, agents, and adjusters can join one video call, review documents together, and settle claims faster.
Healthcare. Doctors, nurses, and patients collaborate in real-time tele-consults.
Technical troubleshooting. Engineers and customers share screens and work together to resolve complex issues.

This isn’t just efficiency — it’s about creating real human connections across digital channels.

Why Is Video Calling a Game-Changer in Customer Experience?

Video isn’t just about convenience — it adds a layer of empathy and clarity that voice alone can’t match:

Trust and empathy. Customers feel heard and valued when they can see a real person.
Complex issues solved visually. For example, a customer can show a broken appliance instead of trying to describe it.
Relationship building. Video calls create long-term loyalty by making interactions feel more human.

As industries compete on experience, video is becoming a must-have, not a nice-to-have.

What Makes Data Sleek the Best Partner for This Transformation?

Plenty of vendors can help “turn on” new channels. But Data Sleek goes further by offering:

AWS + Amazon Connect expertise. Years of experience deploying at scale.
Custom integrations. Tailored solutions that align with your existing tools and workflows.
End-to-end support. From design to deployment to ongoing optimization.
Compliance-first approach. Built-in frameworks for regulated industries like BFSI and healthcare.

In other words, Data Sleek ensures you’re not just adding channels — you’re transforming your entire customer experience strategy.

Conclusion

Voice will always have a place in customer support, but it’s no longer enough on its own. Today’s customers demand richer, more flexible, and more human connections. Amazon Connect makes this possible, but the real power comes when Data Sleek helps you go beyond voice — enabling in-app, web, video, and multi-user collaboration that builds loyalty and scales with your business.

With Data Sleek, you’re not just keeping up with expectations — you’re setting the standard for the future of customer experience.