Customer Care & Experiences
Amazon Connect
Amazon Connect provides the cloud offering for contact centre service in full hosted model including telephony . Amazon Connect provides customer pay as you use service which optimize the TCO and quickly on board and integrate the contact centre as application to existing business process.
Tecnomic Systems are SDP ( Service delivery partner ) for Amazon Connect.
Tecnomic Systems provide end to end consultancy for the migration of on premise to full cloud solution which includes:
- Business process and IT engagement
- Detailed scoping
- Implementation and migration
- Training, UAT & Go live
- Managed Services
We also offer capabilities in the following key AWS technologies:
- Lambda Functions
- Amazon Lex for Chat Bot and Conversational IVR
- Amazon Contact Lens
- Amazon Pin Point
- CRM Integration – SalesForce, Service Now, MS Dymamics & any other custom CRM
Features & Benefits
Telephony
Toll-free phone numbers in 20+ countries worldwide
Omnichannel outbound campaigns
Helps you communicate across voice, SMS, and email to serve your customers quickly
Predictive dialer
Dialer that is designed to automatically call
Web and mobile chat
Amazon Lex natively integrated with Natural Language Understanding (NLU)
Omnichannel routing
Single user interface across voice, chat, and tasks
Task management
Follow-up items to resolve customer issues and requests
Contact center automation
Self-service tools and intelligent automation such as natural language chatbots, interactive voice response (IVR), and automated customer voice authentication
Skills-based routing
Single UI and routing engine for calls and chat, increasing efficiency among agents. With skills-based routing contacts are sent to the right agent
Unified customer profiles
Amazon Connect Customer Profiles brings together information from multiple applications into a unified customer profile to automate interactions
QualTact
Highlights
- Built-in IVR Survey Scipts – Prompt the standard NPS Survey question to customer to calculate the NPS score
- Customize – Easily customize IVR Calls flows, reports, etc
- Web based Call Center functionality for agents and supervisors
- SIP Phone registration for agent audio
- Inbound, Outbound, IVR (self service)
- Voicemail
- Automatic Call Distribution (ACD) routing based on longest idle / round robin queue
- Real Time Dashboards, historical reporting
- Call Recording
- Quality Analytics, Evaluation Forms / Scoring cards
- Develop Rich IVR call flow using drag and drop tool
- IVR designer can integrate with 3rd party API and Databases
Features & Benefits
Call Routing
ACD call routing with longest idle and round robin queues. Easy to Integrate with any SIP supported external gateway / SBC
Flexible Agent Endpoint
Agent extension can be the softphone built into the web GUI or any SIP based IP phone
Wallboard
Customizable Real Time Wallboard with readily available API. Self-extensible with simple HTML and JavaScript knowledge
Full Featured IVR
Web based GUI IVR designer with drag-and-drop interface for rich IVR call flow development. Easy to integrate into supported databases and 3rd party REST API
Reporting
Detailed out of the box reports with flexibility to customize your own template based reports
Survey Module
Rich Quality module with Survey Reports and Standard NPS Reports
Quality Management
100% Call Recording module with out of the box Agent Quality Scoring and Evaluation modules
Resources
Genesys
Features & Benefits
Customer Self-Service
Speech-enabled IVR. Voicebots. Chatbots
Digital Channels
Chat. Email. SMS and messaging apps. Co-browse and screen share
Inbound
Inbound Voice Routing (ACD). Voicemail. Callback
Outbound
Outbound Campaigns. Inbound/Outbound blending. Proactive notifications
Unified Communications
Anywhere access. Agent Collaboration
Reporting & Analytics
Performance Dashboards. Historical Reporting. Real-time and historical views
