We help transform & transcend your business by offering smart & secure solutions to offer best in class service to your customers & grow your ROI.
We, at Tekssquare, will set up a complete contact center service to enhance customer support & engagement by combining Amazon Connect & Salesforce Service Cloud to empower your business to offer Omni channel support, advanced reporting, AI capabilities & more.
Amazon Connect can be integrated with Service Cloud & can pave way for seamless data synchronization between the two platforms. Salesforce can by default store & update customer interactions & any data that is obtained from calls, chats or emails in Amazon Connect, giving a complete picture of the customer journey.
This will enable your business to offer more efficient & effective customer support. Agents can leverage the knowledge base & handle customer inquiries fast to ensure consistent responses.
With access to the full customer profile & history from Salesforce Service Cloud, your customer service agents can now offer a more personalized & tailored customer experience for your customers. Since, they can now understand customer preferences & pain points via the previous interactions logged into the Salesforce Service Cloud platform.
This will allow them to provide better solutions & present better product or services recommendations for your customers.
The merger of Amazon Connect with Service Cloud offers agents access to a unified platform where they can handle user interactions, view customer data & log interactions all in one place. This simple approach reduces the need for agents to switch between multiple systems, leading to high efficiency & improved productivity.
You can connect the user right to the right agent or to a personalized IVR message to lower call waiting time using skills-based routing (SBR).
Service Cloud offers powerful analytics & strong reporting capabilities which on merging with Amazon Connect data, gives access to valuable insights into call metrics, customer feedback & agent performance. This data-driven approach allows for data-backed decisions to optimize contact center operations.
Also, they both support various communication channels like voice calls, web chat, email & social media. The combined solution ensures a seamless Omni channel experience where customers can interact via their preferred channels & agents can respond from a unified interface.
As both the Amazon Connect & Salesforce Service Cloud platforms are cloud based solutions, they offer really good scalability & flexibility options to meet the ever changing needs of your contact center.
So, as the business grows or if the demand fluctuates based on season, the integrated solution can easily be scaled up to accommodate increased call volumes or customer interactions or scaled down to fit the limited call volumes & interactions.
Amazon Connect has a lot of AI powered features like natural language understanding (NLU) & automatic speech recognition (ASR). These features can further be enhanced with Salesforce's AI capabilities.
This integration will allow your business to build intelligent, human like chatbots, automate repetitive & common tasks and provide self-service options to your customers.
Improve process efficiency, monitor fraud detection, reduce operational costs & call times, optimize agent training process, ensure legal compliance, secure data & protect user privacy at your contact center with the help of Amazon Connect & Salesforce Service Cloud.
Agents will have a full view of the user's financial profiles, investment portfolios & transaction history. This enables them to offer unique financial advice & address queries.
Agents can access customer account details, troubleshoot connectivity issues & assist with billing inquiries efficiently which leads to improved customer satisfaction.
With access to customer order history, track shipping details & order updates, agents can handle product inquiries well & offer personalized assistance.
Agents can resolve travel related issues promptly if they have access to booking details, reservation history etc. This leads to higher customer loyalty & good reviews.
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