We build and migrate enterprise contact centres on Amazon Connect — from CRM integration and IVR design to outbound campaigns and AI-powered quality management. Proven with Victorian Government departments.
End-to-end Amazon Connect solutions — from initial setup to advanced AI features.
Screen pop, auto-call logging, and agent workspace — connecting Amazon Connect with Dynamics 365, Salesforce, or your CRM.
Custom IVR systems with DynamoDB lookups, DTMF input handling, and intelligent routing based on business data.
Predictive, progressive, preview, and agentless dialing with DNC list enforcement and Australian compliance.
Real-time agent assistance, automated quality scoring, ML-driven forecasting, and conversational AI with Lex.
Evaluation forms, scorecard migration, Contact Lens analytics, and performance dashboards.
Migrate from Genesys, Avaya, Cisco, or legacy PBX systems. Instance setup, number porting, and agent onboarding.
Multi-year engagement delivering Amazon Connect solutions for a Victorian Government agency.
Amazon Connect + Dynamics 365 CTI integration with auto-call logging and unified agent workspace.
Self-service IVR with real-time DynamoDB lookups, handling thousands of application status queries.
Predictive and agentless dialing with Australian compliance, DNC enforcement, and CRM sync.
Migrated quality monitoring from Dynamics to Connect evaluation forms with formula-based scoring.
Designed proof of concept for Amazon Q agent assist, forecasting, and automated performance evaluation.
Automated contact email updates across Dynamics 365 during government department restructure.
Audit current contact centre, map IVR flows, document integrations, and design the migration roadmap.
Set up Connect instances, build contact flows, configure Lambda functions, and integrate CRM systems.
UAT across dev/staging/production instances. Agent training, admin handover, and runbook documentation.
Phased cutover, real-time monitoring, performance tuning, and ongoing support.
Implementation, migration, and CRM integration