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Amazon Connect

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Pay-as-you-go Contact Centre

Up and Running in 48 Hours

Installed and Supported by BrantTel

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The Amazon Connect Advantage

How BrantTel Implemented an Amazon Connect Solution
To a Public Health Unit Struggling with Unprecedented Call Volume 
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BrantTel will help you get the right feature set on Amazon Connect

We’ll build only what you need not what you don’t

Omnichannel Customer Service

Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, web chat, and mobile chat. Agents have a single visual interface to handle all interactions.


Flexible Workflows

An Amazon Connect contact flow defines the customer experience with your contact center from start to finish, including setting logging behavior, setting voice, capturing customer inputs (spoken or by pressing 0-9 on the phone keypad), playing prompts, transferring to appropriate queue, etc.

Out-of-the box intelligence

Amazon Connect is AI-enabled by default, allowing agents to immediately use AWS AI services with Amazon Connect to automate interactions and improve customer service.

Outbound Calling

Amazon Connect lets you make calls programmatically using the outbound contact API. You can schedule automated calls for appointment reminders, like doctor appointments and payment due notifications.

Skills-based Routing

With skills-based routing, Amazon Connect ensures contacts are sent to the right agent at the right time based on variable such as; availability, skill set, customer sentiment, and past history.

Web and Mobile Chat

Amazon Connect supports chat for web and mobile. Using the same contact flows, configuration, routing, analytics, and management tools as voice, Amazon Connect makes it easy for you to quickly offer chat as an engagement channel in your contact center

We will respond within the same Business day.

APN Consulting Partners are professional services firms that help customers of all types and sizes design, architect, build, migrate, and manage their workloads and applications on AWS, accelerating their journey to the cloud. These professional services firms include system integrators, strategic consultancies, agencies, managed service providers (MSPs), and value-added resellers.

BrantTel AWS Partner Network

Agentless Services

Sometimes the best person for the job is nobody!

Self Service (Cloud IVR)

Use Amazon Connect IVR functionality to direct your calls, front end with any business number and have business hour calls, or overflow calls reach an always on IVR. Even if your communications platform fails, all of the calls to your business can be answered in the Cloud 24-7-365.

Outbound Notification

Sometimes called Mass Notification. Use the power of Amazon Connect to launch multiple calls at once, to a pre-designated list of contacts. This is ideal for healthcare, government or education customers to send mass updated with voice recorded audio or computer based audio to many contacts or staff at once.

Outbound Dialing

Run a sales campaign or reach all of your customers with an outbound calling campaign. Use the pay-as-you-go features of Amazon Connect and run your promotions at a fraction of the cost of adding a physical outbound contact centre platform.

Call Back Assist

Too many callers in queues? Too much wait time in your contact centre? Have calls route to Amazon Connect databases and import these lists into your outbound contact centre. Give callers the option to be called back instead of making them endure long wait times.

Call Forwarding

Your business telephone number is the lifeline of the organization. This service gives you the option to call forward or re-direct any calls into your main number to the destination of your choice. A great Disaster Recovery strategy.

We'll Help you go Agentless 
With Amazon Connect 

Agentless services are a suite of customized applications that BrantTel can use to augment your Contact Centre infrastructure. Choose from Self Service (Cloud IVR), Outbound Notification, Outbound Dialing, Call Back Assist or Call Forwarding. These applications are customized to your needs and many can be augmented with a customer facing dashboard for administration purposes. Any of these apps can also be integrated with your CRM of Database application. Take your first step with Amazon Connect with Agentless Contact Centre Services from BrantTel.

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BrantTel

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