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Amazon Connect is based on the same contact centre technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialist skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services. The accreditation acknowledges KCOM’s vast contact centre expertise and proven cloud experience.
KCOM is already an APN Premier Consulting Partner with a wealth of experience enabling organisations to maximise the benefits of cloud contact centres. Its team of experts have a proven track record of helping organisations set-up and manage the best possible contact service operation from any location in the UK.
With its strong pedigree of cloud projects, KCOM provides a unique end-to-end offering, from consultancy to delivery and managed service. It helps organisations benefit from all of the same functionalities of a physical contact centre while also capitalising on cloud innovations such as the ability to manage unplanned usage spikes without the need to pay for unused capacity.
KCOM’s Public Cloud Contact Centre (PCCC) is a modular solution delivered on Amazon Connect that will help organisations re-imagine, scale and optimise their customer contact centres. Amazon Connect offers a wide range of innovative features, which KCOM can tailor to suit the customer’s specific needs. The combination of KCOM’s PCCC and Amazon Connect include interactive voice response (IVR), Lex voice recognition, skills-based routing, call recording, management services, agent event reporting, sentiment analysis, bespoke customer integration, and a KCOM-developed agent desktop.
A KCOM PCCC can be adopted by organisations with existing contact centres looking to migrate to the cloud, as well as those looking to start a contact centre from scratch. As standard, customers will benefit from KCOM’s status as an APN Premier Consulting Partner, with a highly qualified team able to handle the development and maintenance of any AWS environment.
Stephen Long, EVP of enterprise at KCOM, said: “What attracted us to Amazon Connect was the scalability of the platform along with its well-established position in the marketplace. It aligns with what our customers want and has allowed us to expand our offering while taking on new business.
“This accreditation cements KCOM’s position as a leading customer contact expert in the UK. Our ability to offer customers bespoke contact centres on the cloud means we can tailor technologies to their specific needs. We are uniquely positioned to provide the expertise and innovation companies need to realise the potential of the cloud and evolve their contact centres.”
