Supercharging customer service innovation and support innovation through Salesforce Omnichannel, Einstein Chatbots and Amazon Connect   

Customers can connect with support team when and    how they  want to engage.

Automated Chatbots that leverage Natural Language Processing    to comprehend customer inputs, and handle them by providing      what they require

Amplify support innovation and operational efficiencies through    Queue-Based Routing, Skills-Based Routing and Amazon  Connect  Integration.

Omni-Channel currently supports leads, cases, chats, sms, whatsapp, facebook messenger, inbound calls, SOS video calls, social posts, orders, and custom objects with the goal of getting the right work to the right person who has the capacity to help.

Omni-Channel chatbot

An omnichannel chatbot is an AI-enabled chatbot that provides customers with an integrated buying and customer support experience across all channels.

 Helps when a customer service agent was not immediately available​.
 Helps customers by automating conversations and interact with them through messaging platforms.
 A customer could often self-serve simple answers via a bot with knowledge base.
 AI can also route customer queries to the correct agent or department in the first place.
 It provides customers with an integrated buying and customer support experience across all channels.
 Speeding up the efficiency of the customer service organization and the customer’s experience as well.
 You can deploy and manage a single omnichannel chatbot across all devices and communication channels to offer consistent user support.

More about pricing  

“Omnichannel customer service is the solution for forward thinking businesses.”

Improve customer experiences

You should know your customers’ journey end to end to ensure you can provide them with the best experience.

Increase operational efficiency

Focuses on connecting a company's touch points, social, website, email and mobile.

You can easily reach your customers anywhere

Benefits businesses by enabling them to reach new customer segments.

Improve customer lifetime value

Being able to improve CLV will guarantee greater revenue, open opportunities for new business, and – done correctly – can be a pillar of sales and marketing strategies.

Only need to collect customer data once

No need to worry about creating and implementing strategies for every channel.

Your team or products are just a click away

Automatically redirects all work items to agents based on the agent's ability, preference, expertise, etc.

Amazon Connect

Provides intelligent and embedded high-volume outbound communications across multiple channels, including voice, SMS, and email .

 
 Lets You Build Reliable and Inexpensive Automatic Calling Services.

  High-level intelligent and embedded outbound communication.

  Build high-quality omnichannel voice and interactive chat experiences.

 Efficient tools in one UI to deliver productive customer conversation and improve CAST.

  Facility to accommodate tens of thousands of agents operating from anywhere.

More about pricing  

Key benefits 

 Better customer experience. 
 Provide superior customer service at a lower cost.
 Increase agent productivity and customer satisfaction.
 Support your customers from anywhere.
 Empower your agents to be more proactive and productive.
 Single intuitive user interface (UI) for contact routing, queuing, and analytics.
 Find integrated customer profiles and recommended answers in real time.
 Track follow-up tasks to quickly resolve customer issues.
 You can quickly set up the ML-Powered Contact Center and make changes easily.
 Your contact center can more efficiently communicate with customers across channels.
 Supports customers with the same popular iOS messaging app they use every day.
 Fast, secure high quality personalized customer service.
 Easily scale up or down to meet demand.
 Allows omni channel routing.
 Amazon Connect Chat supports asynchronous messaging.

Features 

"Only pay for what you use with pay-as-you-go pricing."

Predictive dialer

This is designed to automatically call customers in a list while throttling outr​each based on agent availability, as part of high-volume outbound communications capabilities.

Sample Amazon Connect Wisdom

Provides the information you need to help reduce the time your agents spend on answers and improve customer.

Contact Lens for Amazon Connect

Enables you to better understand the sentiment, trends, and compliance of customer conversations in your contact center.

Amazon Connect Voice ID

Amazon Connect Voice ID provides real-time caller authentication and fraud risk detection which make voice interactions in contact centers more secure and efficient

Agent application

Amazon Connects agent application consolidates all agents features into one easy to use experience, helping to save your agents valuable time and increasing their productivity.

The Contact Control Panel Headline

Provides a single, easy to use communication interface for agents to receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other tasks.

Amazon Connect Customer Profiles

Brings information together from multiple applications into a unified customer profile to empower automated interactions and help your agents improve customer service.

Call recording

Amazon Connect also supports integrated call recording for agent evaluation.

Real-time and historical analytics

Amazon Connect offers powerful analytics tools, including a visual dashboard with customizable real-time and historical metrics.

Contact forecasting

Forecasting predicts customer service contact volumes with high accuracy in your contact center. It helps to improve capacity planning and agent scheduling.

Partner integrations

Amazon Connect has an extensive ecosystem of technology partners to provide integration ,that can be quickly deployed in just a few simple steps.

Simple self-service and contact flow builder

Amazon Connect contact flow defines the customer experience with your contact center from start to finish.

 Target on-call productivity with Einstein intelligence.
 Increase customer satisfaction with hyper-personalized service.
 Reduce average call handle times with AI-powered recommendations.
 Expedite call resolution with intelligent telephony.
 Improve training with real-time insight for supervisors.
   Amazon Connect CTI Adapter for Salesforce Services and Sales Cloud.
 Configure screen pops based on customer data.
 Automates contact center telephony functions like click-to-dial.
 With only a few clicks in the AWS Management Console, agents can take calls within minutes.
 Drag and Drop Contact Flow Editor lets you create effective and efficient customer interactions.
 WebRTC browser-based CCP within the Salesforce Lightning, Console, and Classic CRM experience.
 Ability to leverage both inbound caller ID screen pop-ups and outbound click to call/transfer/conferencing.
 Supports integrated customer workflows between Interactive Voice Response (IVR), Automatic Call Distributor (ACD) and CRM.
 Can scale your Amazon Connect contact center up or down, onboarding up to tens of thousands of agents in response to business cycles.

Benefits of amazon connect integration with salesforce.