Whatever your use case or imperatives, at CoventStudio we offer Call Center Services available to get better satisfaction from your clients.
Call Center Services
We design and prepare your cloud Call Center.
Our Call Center Services is based on the resell of AWS Connect and provides you with AWS accounts, consolidated billing and support on AWS services. This includes cost analysis, cost optimization and cost management but also gives capacity advise (rightsizing).
- Prepare AWS Connect call center solutions
- Migrate customer's contact center
- Integrate with 3rd party solutions
- Cost Control & Operations Management
- Additional Discounted Services
Managed Call Center
Full management and incident response of all your cloud call center.
Our Managed Call Center service covers the last layer of your cloud stack. We take care of the call center process that are running in your AWS environment and cover all the application-specific components. This comes with a dedicated support team, active monitoring and incident response management. Total peace of mind.
- Operate customer's AWS Connect call center
- Workload support, best practises & advisory
- Management of all AWS services
- AWS Platform Support
- Incident Management
- 24x7 Proactive Monitoring
Get Your Cloud Call Center with CoventStudio
Leverage the advantages of Amazon Connect with the help of CoventStudio. Easy set up and operation of your new contact center as a managed service. We adapt the contact center to your specific needs and take care that everything runs smoothly, so that you can focus on your customer service.
The easy way to a modern contact center
Traditional contact center solutions are complex. The diversity of tools, the ongoing challenge of integrations, deployments that can take months to complete, and setting up and maintaining on-premise contact centers can be tedious. AWS Connect makes an end to that: a contact center from the cloud with an easy-to-configure and easy-to-use, pay-as-you-go product providing transparent cost structure.
Your Main Benefits
No upfront cost or capital needed. There is no upfront investments. You don't need expensive test and pre-production environments and only pay for what you use.
Fast realization. Launch your contact center in a minutes depending on the ability your wish.
Smart contact center. Integrate advanced analytics and artificial intelligence services to automate processes. Link your contact center to business intelligence and improve your user's experience leveraging machine learning.
Numbering management included. Use the integrated option for public network numbering management. With Amazon Connect, you quickly get local phone numbers by country, and toll-free numbers.
Easy to use. Amazon Connect utilizes WebRTC capabilities of common browsers. This enables contact center functionality to almost any user device. Agents can work independent from their location.
Frequently asked questions
Learn more about telephony on AWS, omnichannel and automation.
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Amazon Connect manages a network of telephony providers from around the world, removing the need for you to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. Its telephony service includes direct inward dial (DID) and toll-free phone numbers in 20+ countries worldwide.
There are also 200+ outbound calling destinations available. The telephony-as-a service model also offers proactive monitoring from telephony experts, which can scale up and down at a moment’s notice. Best of all, you only pay for what you use with pay-as-you-go pricing.
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CoventStudio has Amazon Connect has a single user interface (UI) across voice, chat, and tasks for contact routing, queuing, analytics, and management. This omnichannel experience means your call center agents don't have to learn and work across multiple tools. The same automated interactions and chatbots can be used across both channels, increasing operational efficiency because you don’t have to rebuild interaction flows.
Amazon Connect has a single user interface (UI) across voice, chat, and tasks for contact routing, queuing, analytics, and management. This omnichannel experience means your call center agents don't have to learn and work across multiple tools. The same automated interactions and chatbots can be used across both channels, increasing operational efficiency because you don’t have to rebuild interaction flows.
Customers can interact with your agents on voice or chat based on factors such as personal preferences and wait times. Customers can keep working with the same agent across channels, but if it’s a different agent, their interaction history is preserved, so they don’t have to repeat themselves. The omnichannel contact center improves customer experience while reducing resolution time. With Amazon Connect, you can build call flows, rules, and reports once and enable them across channels.
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Amazon Connect works on behalf of your supervisors and agents to save time and money while providing your customers with the best possible contact center experience. Amazon Connect has self-service tools and intelligent automation, such as natural language chatbots, interactive voice response (IVR), and automated customer voice authentication. Amazon Connect provides a seamless omnichannel experience for agents and managers for voice, chat, and task management to ensure customers are routed with their conversation's full context or work across applications when switching channels.
Once Amazon Connect has identified the customer’s needs, skills-based routing matches them with the best available agent most likely to resolve their issue. Amazon Connect has all the automation capabilities you need to improve efficiency and reduce agent time performing repetitive functions.
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Amazon Connect Customer Profiles brings together information from multiple applications into a unified customer profile to automate interactions and help your agents improve customer service. It aggregates customer data with built-in connectors for third-party applications like Salesforce, ServiceNow, Zendesk, and Marketo.
When a customer contacts the contact center, Amazon Connect Customer Profiles scans and matches phone numbers or customer IDs to customer information located in connected applications. It also combines contact history information from Amazon Connect—for example, the number of holds, transcripts, and customer information from CRMs. Learn more about Amazon Connect Customer Profiles.
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Amazon Connect Voice ID uses ML to provide real-time caller authentication and fraud risk detection to make voice interactions faster and more secure. Amazon Connect Voice ID analyzes caller's unique voice characteristics and carrier network metadata to provide your agents and self-service interactive voice response (IVR) systems with a real-time decision on a caller's identity for faster and more accurate verification.
Amazon Connect Voice ID also screens for fraudulent actors in real time, based on your contact center’s custom watchlist, reducing potential losses from fraudulent attacks.
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Amazon Connect’s agent application consolidates all agent features into one easy to use experience, helping to save your agents valuable time and increasing their productivity. It combines the Contact Control Panel (CCP) with other Amazon Connect agent capabilities, such as task management, customer information, knowledge assist, and workforce schedules into a single UI.
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The Contact Control Panel (CCP) provides a single, easy to use communication interface for agents to receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other tasks. It is also easy to customize your agent experience allowing you to integrate your external applications like CRM or marketing automation.
- Exceptional Customer Service: Providing exceptional customer service is our top priority. Our dedicated team is always available to asist with any questions or concerns, ensuring a seamless experiance.
- Expert personnel: With years of experience and deep technical knowledge, our experts are equipped to provide the guidance, support, and solutions that you need to achive your goals.
- Appling Tools and Methodologies: We lead the way with applying tools and methodologies. Our innovative solutions streamline processes, increase efficiency, and drive success.
- Cost-effective pricing: We offer cost-effective AWS Managed Cloud Services. Our transparent pricing model is designed to provide the best value for your investment, with no hidden fees or unexpected costs.