AI Call Center (Amazon Connect)
A contact center with AI, without per-seat licences
Amazon Connect plus GenAI: voice and chat support that resolves repetitive queries on its own, assists the human agent in real time and gives you the analysis of every conversation.
You pay for usage, not for seats
The problem
- Your contact center runs on expensive per-seat licences and rigid contracts.
- Seasonal volume forces you to size for the peak all year round.
- Repetitive queries eat the time of agents who should be solving the complex ones.
- You have no visibility into what's discussed on calls or why customers call back.
What's included
- Amazon Connect implementation: voice and chat flows, queues and routing.
- Conversational self-service with GenAI over your knowledge base, with handoff to a human.
- Real-time agent assistance: suggestions, customer context and automatic summaries.
- Transcription, sentiment analysis and contact reason detection with Contact Lens.
- Integration with your CRM, ERP and ticketing systems.
- Operational and business dashboards over your support operation.
Start with one queue, not with the whole contact center
You don't need to migrate the entire operation at once. We start with one queue or a tight use case, measure resolution and satisfaction, and only then scale to the rest.
How we work
Discovery
We survey volumes, contact reasons and the systems involved, and pick the queue to start with.
Plan & Quote
We design the flows, the self-service scope and the integrations, at a closed price.
Execution
We implement Connect and the GenAI layer, test with limited real traffic and adjust before scaling.
Hand-off & MSP
We train supervisors and agents and leave the operation monitored. We can operate it for you.
Stack & technologies
GenAI self-service + live agent assistance
FAQ
Do I have to migrate my whole contact center at once?
No. The usual path is to start with one queue or contact reason, measure results and scale from there.
How is Amazon Connect priced?
By usage (minutes and messages), with no per-seat licences and no minimum contracts. That changes the cost model compared to traditional platforms.
Does AI replace the agents?
It resolves the repetitive work and assists the agent on the complex work. The goal is to free human time for the conversations that actually need it.
Does it integrate with my CRM?
Yes. We integrate with your CRM, ERP and ticketing system so agent and bot both have customer context.
