Idea 11 Amazon Connect Services
Our team of expert Amazon Connect, and Data & AI consultants can implement, uplift and manage your cloud Contact Center and customer experience (CX) solutions.
Amazon Connect Consultancy Services
Highly experienced Idea 11 consultants deliver Amazon Connect to provide multi-channel, cloud contact centre platform solutions. We provide the skills to ensure you optimise customer experiences, improve agent performance, and reduce your total cost of ownership.
Maximising your investment and Amazon Connect experience with our consultancy services.
Amazon Connect Managed Services
Idea 11 provides Amazon Connect Managed Services through our next-gen TechOps team. Our specialist, highly certified, and customer-obsessed TechOps team, we enable customers to focus on their own business and on delivering value, while we use our expertise to maintain their technology environment as a high-performing, frictionless service.
Transform your customer experience (CX) at scale with Amazon Connect, an AI-powered contact center from AWS
Assist your agents in real time with AI
Resolve customer issues faster: Use AI and
machine learning (ML) to assist your agents
and automatically display views that provide
product and customer information; recommend
knowledge articles and guided actions; and
prioritize and route follow-up tasks for agents.
Unify your agent experience: Provide agents
with a unified workspace that’s easy and less
stressful for new agents to learn—giving
experienced agents all the tools they need to
continuously improve customer experiences.
Reduce per-agent costs: With pay-as-you-go
pricing, you can toggle features on or off with
the click of a button to optimize the agent
experience, reduce average handling time, and
decrease per-agent costs.
Instant insights with conversational analytics
Achieve budget targets and service-level goals:
Predict contact volumes with high accuracy,
determine ideal staffing levels, and optimize agent
schedules to achieve service targets and reduce
operational overhead.
Improve agent performance: View aggregated
agent performance metrics, automatically populate
agent evaluations, and drill down into customer
interactions to more easily identify coaching needs.
Increase customer satisfaction with actionable
insights: Monitor customer conversations and
automatically alert managers of issues so they can
resolve them during first contact to improve the
overall customer experience.
Reduce total cost of ownership: Built natively in
Amazon Connect, quickly deploy contact center
analytics, workforce optimization, and performance
management capabilities without the cost of
complex integrations.
Proactively engage customers
Improve customer satisfaction across
channels: Create consistent and connected
high-quality customer experiences across
channels, including voice, chat, and SMS.
Save customers time with personalized
automation: Delight customers by saving them
time and effort with natural, personalized AIpowered
self-service options.
Proactively engage customers at scale:
Communicate proactively via outbound voice,
SMS, email campaigns, and push notifications
to quickly reach your customers.
Continuously innovate the customer journey
while reducing costs: Use the same business
logic and routing rules to easily innovate and
fine-tune customer
Accredited Experts
Idea 11 is an AWS advanced consulting partner based in Brisbane, Sydney and Melbourne.
