Amazon Connect - OmniChannel Cloud Based Contact Center
Consult and Design
DataSleek will show you the easiest way to get you and your company on to Amazon Connect. Our AWS services offer you a Cloud-Based contact center to grow your business.
Do it all in one place
We lead with a consultation to understand your businesses’ pain points and then design the correct solution, whether you’re starting from scratch or need a seamless platform that works with existing systems.
Design Contact Flow using on Chat and Call
Reducing the interactions and time spent on IVR using Voice Bots We have seen the past about how IVR can be a great tool for businesses, but it comes with its share of pitfalls. One of the biggest issues is that customers are not always happy when they have to interact with an automated system. It can create a barrier between your organisation and your customers that many businesses would like to avoid if possible. Voice bots are one way to bridge that gap by having a bot converse with Natural language with user. Also at DataSleek we specialize in building Call flows that integrate with 3rd party systems like CRM and service desk to give the information to the customer without them having to speak to an agent.
Agent Desktop
Helping Agents improve Customer Experience using Agent Desktop- Agents have to toggle between different screens and take notes while handling a call , with Datasleek services on AWS connect we can minimize the effort by offering them a Custom Agent desktop that will pull together all the data about the customer in real time.
Agents will be able to see in real time
- IVR history or any information which the customer has entered.
- Bot History
- Customer Interactions using Customer Profile
- Ability to takes notes and assign to agents from the same interface.
- Ability to get guidance in real time using integration with wisdom
Real Time and Historic Reports
Our AWS services provide Significant insights on ways to improve productivity and Customer Experience using Real Time and Historical Reporting The advanced reporting features of the call center software allow you to get insights into how your agents are performing and how well they are handling calls. It gives you a clear picture of where improvements can be made and how to best allocate resources.
Using Our custom reporting solution agents will be able to see both real time stats and historical reports
Real Time
- calls answered
- calls in queue
- total numbers of chats
- SLA
- AHT
- Average Interaction
- Agent Presence
but also historical reports using custom time range based on filters like agents, queue, call direction, channel or select contact types to search abandoned calls link to the picture of real
Maintain and Support
We provide you the Managed Services support to ensure the deployment goes with near zero downtime
- Periodic Maintenance Audit
- Customer Success KPI
- Training to Agents and Supervisors
- Basic Support of 8*5 to additional support packages that cover 24*7
