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Amazon Connect Services

A complete AI-driven contact center in the cloud

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Aria Solutions is one of the first AWS APN partners to deploy Amazon Connect services and integrate Amazon’s new cloud-based contact center with other systems. We build contact centers and focus on delivering sophisticated, fully-integrated contact center capabilities – typically required for mid-size and large contact centers.

Read how Aria helped SMART Technologies overcome technology silos and increase customer satisfaction.

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  • Why Amazon Connect
  • Consulting
  • Deployment
  • Integration to Salesforce

Deliver better customer service at lower cost

High flexibility and scalability

Open platform for easy connectivity

Pay as you go with no long-term commitments

Rapid setup of simple inbound and outbound contact center

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Trust those who live and breathe contact centers to chart your path to success

Assessment of your customer experience requirements

CX strategy development

A roadmap to meet your business needs

Selection of tools and systems needed to support the strategies

Johannes and Aditi, the experts in Salesforce and Amazon Connect, helping the client design a solution

Build a complete, agile, and fully-integrated contact center

Amazon Connect enablement

A rapid deployment customer engagement solution package

Agent desktop

Contact center portal, customization of CRM-based caller identifier

Call routing

Call prioritization, queue treatment, hours of operation, and call recording

Voice application

Contact flow, CRM integration, single language support

Integration

Industry-leading CRM and WFM platforms, and advanced functionality by AWS and partners

Reporting & Analytics

Real-time and historical metrics; AWS data storage solutions; speech analysis for mood and tone

Enable omnichannel for your customers and a centralized view for your agents

Integration Features:

  1. Retrieve Salesforce data via AWS Lambda for authentication and routing parameters
  2. Automatically create Salesforce records via AWS Lambda in Amazon Connect routing strategies
  3. Get Amazon Connect reports in Salesforce reporting for quality assurance scores and performance analysis
  4. Track interaction ownership across both platforms in one system of record
  5. Synchronize Salesforce omnichannel presence with Amazon Connect

Legato

A fully-supported integration

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