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EPAM Amazon Connect

We leverage Amazon Connect to build and deliver easy-to-use omnichannel cloud contact center solutions for our clients.

Offerings and Capabilities

Omnichannel & Automation

OMNICHANNEL
ROUTING 

With Amazon Connect, we build call flows, rules and reports that increase operational efficiency and improve the customer experience.  

HIGH-QUALITY AUDIO FOR
AMAZON CONNECT SOFTPHONE 

We enable the Amazon Connect Softphone to support 16-kHz audio and resist packet loss, so agents always have high-quality call experience with customers.

RULES ENGINE

We use the Amazon Connect Contact Lens to automatically define filters with customer information, such as specific keywords and phrases extracted from calls with real-time or post-call rules

CONTACT CENTER AUTOMATION

We automate the contact center with Amazon Connect to improve agent efficiency and reduce the time they spend on repetitive tasks so they can provide the best possible experience for customers.

KNOWLEDGE MANAGEMENT

We offer quick case resolution and maximize agent productivity with recommended articles and optimized articles searches.

VIDEO SUPPORT

Through Amazon Connect, we enable your agents to provide immediate support over video calls from anywhere, so they get valuable face time with customers. 

Offerings and Capabilities

Agent Experience

SKILL-BASED
ROUTING

We use Amazon Connect to provide a single UI and routing engine for calls and chats, which makes your agents more efficient. 

AGENT WORKSPACE
(CONTACT CONTROL PANEL)

Agent Workspace enables your agents to seamlessly handle cases from one screen with an easy-to-use service console. We make the platform even better by equipping it with built-in productivity tools and adding a 360-degree view of every customer.

Offerings and Capabilities

Machine Learning & Artificial Intelligence

REAL-TIME SPEECH &
SENTIMENT ANALYSIS

We leverage Contact Lens for Amazon Connect to help our clients understand the sentiment, trends, and compliance of customer conversations. 

CHATBOTS POWERED
BY AMAZON LEX

We build intelligent Amazon Lex chat bots and fully integrate them with Amazon Connect so that you can effectively support customer requests during and outside of your business hours.

Offerings and Capabilities

Setup, Administration & Reporting

CALLER EXPERIENCE 

We use Amazon Connect to build custom interactive voice response (IVR) solutions that enhance the caller experience with contact flow management.

REAL-TIME & HISTORICAL ANALYTICS

We utilize Amazon Connect’s powerful analytics tools, including its visual dashboard with customizable real-time and historical metrics, to improve performance and lower costs.

SALESFORCE CALL RECORDING 

We leverage Amazon Connect to enable integrated call recordings that help you assess and improve agent performance.

WORKFORCE ENGAGEMENT

With Amazon Connect, we optimize your team’s schedules and equip your agents with the right skills. 

ADMINISTRATION DASHBOARD 

We integrate Amazon Connect’s administration dashboard to provide a single pane of glass for your agents that gives them a holistic view of your customers.

Offerings and Capabilities

Salesforce

SALESFORCE SERVICE CLOUD VOICE POWERED BY AMAZON CONNECT 

We integrate Amazon Connect Computer Telephony Integration (CTI) into your Salesforce Service Cloud Voice to enable an intuitive softphone with powerful omnichannel features, such as automatic call transcription, screen pop ups for voice calls, online chat and real-time sentiment analysis, so your agents can better serve your customers.

 

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