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Glossary

Amazon Connect

TTEC | Glossary | Amazon Connect

What is Amazon Connect?

Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service and customer engagement. Amazon Connect provides a seamless experience across voice and chat for improved customer engagement and better experiences for contact center agents.

VoiceFoundry, a TTEC company, is a global partner of Amazon Web Services, creating an end-to-end CX delivery solution for Amazon Connect. Amazon Connect is a key omnichannel solution in TTEC Digital's Humanify Cloud Integration and API platform, providing TTEC customers and prospects with cloud contact center optionality and a unified per user per month (PUPM) offering for access to over 50 enhanced CX applications. TTEC leverages the Amazon Connect platform so CX leaders can increase the ease and speed with which businesses improve customer service.

Additional Amazon Connect Resources

  • Driving the Contact Center into the Cloud-based Future: For this client, the total cost of ownership migrating to Amazon Connect has seen savings of over 50% compared to the previous on-premise solution. Furthermore, they now have a zero infrastructure footprint for their entire contact center solution, which has created savings. The agent requirements are simply a browser and an internet connection, and Amazon Connect has allowed the company to take control of their contact center and make moves, additions, and changes without the involvement of IT.
  • Best Solution for the Best Customer Experience: Looking for a more flexible and self-sufficient business methodology, our client chose to migrate from their existing solution to Amazon Connect to support their inbound and outbound call traffic. Amazon Connect provides a graphical interface that makes it easy for non-technical users to design contact flows, manage agents and track performance metrics, exactly what this company needed.
  • Triumph in Making Connections After a Natural Disaster: Within 48 hours, a new call center was in operation with new phone lines, established call routing rules and newly trained agents – a process that would normally have taken 4-5 months.