A Smarter Customer Experience

Amazon Connect and TSA team up to provide experiences that leave your customers and your employees loving life.

Your customer interaction – in many ways

Create long-lasting relationships with your customers. Interact with them in ways that suit them. Switch between channels, keeping your interactions intact.
Telephone Voice

Next-generation inbound and outbound voice solutions. Greater telephony control, including warm internal and external call transfers.

Messaging Messaging

Asynchronous messaging capability makes it easy for you to keep conversations going! Facilitate customer self-service using intuitive chatbots customised to your market.

Email Email

Inbound and outbound email. Use it as part of your workflow to automatically send a follow-up or as part of your next campaign to keep your customers updated with your latest news.

Collaboration Social

Interact with your customers via their favourite social channel and chat applications – directly integrated into your contact centre.

Intelligent Interactions

Delight your customers with a personalised experience, no matter who initiates contact. Amazon Connect and TSA’s Proactive Contact gives you the power to optimise your interactions with Smart Contact Flows and Campaign Management.

Smart Contact Flows icon

Smart Contact Flows
Campaign Engine icon

Campaign Engine
Sophisticated Dialling icon

Sophisticated Dialling
Virtual Agent icon

Virtual Agent

With Amazon Connect, you’re not bogged down with inflexibility. Create next-level contact flows that lower agent handling time and increase customer satisfaction ratings.

  • Omnichannel flows handle voice, messaging and email to provide a consistent customer and agent experience.
  • Easily create smart flow logic that suits the needs of your business without being overwhelmed with technical language or interface.
  • Interact with 3rd Party systems so your customers can perform tasks like checking their account balance, troubleshooting an issue or making a payment.
  • Connect to your agents, at the right time, with context to avoid disjointed conversations.

Manage campaigns like a boss with this sector-leading campaign engine. 

  • Dynamic campaign options include dialling hours, scheduled callbacks and automated messaging.
  • Automatically notify your teams as things happen, like when a campaign is complete, so actions can be taken when needed.
  • Easily ingest contact lists from your source of truth anytime, even when your campaign is in full swing, with no conflicts or unnecessary duplications.
  • Be compliant by excluding your leads that are on the Do Not Call list.

Have greater control over how your customers are contacted.

  • Allow Agents to have the context of a customer before a call is made, giving them the information they need for success.
  • Automatically contact your customers in the priority you choose, at the best times, with predictive and progressive dialling.
  • Choose what action to take if an answering machine is detected, like leaving a message or scheduling a callback.

Lifelike conversations with your customers, guiding them to achieve what they need on their own…faster.

  • Have lifelike conversations with Amazon Lex, the same technology that powers Amazon Alexa. Amazon Lex understands text and voice, allowing you to build an intuitive contact experience.
  • Choose your preferred persona in a language that suits your customer with Amazon Polly. Text-to-speech technology allows you to customise messaging to your customers without the need for professional recordings.
Smart Contact Flows icon

Smart Contact Flows
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With Amazon Connect, you’re not bogged down with inflexibility. Create next-level contact flows that lower agent handling time and increase customer satisfaction ratings.

  • Omnichannel flows handle voice, messaging and email to provide a consistent customer and agent experience.
  • Easily create smart flow logic that suits the needs of your business without being overwhelmed with technical language or interface.
  • Interact with 3rd Party systems so your customers can perform tasks like checking their account balance, troubleshooting an issue or making a payment.
  • Connect to your agents, at the right time, with context to avoid disjointed conversations.
Campaign Engine icon

Campaign Engine
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Manage campaigns like a boss with this sector-leading campaign engine. 

  • Dynamic campaign options include dialling hours, scheduled callbacks and automated messaging.
  • Automatically notify your teams as things happen, like when a campaign is complete, so actions can be taken when needed.
  • Easily ingest contact lists from your source of truth anytime, even when your campaign is in full swing, with no conflicts or unnecessary duplications.
  • Be compliant by excluding your leads that are on the Do Not Call list.
Sophisticated Dialling icon

Sophisticated Dialling
+ -

Have greater control over how your customers are contacted.

  • Allow Agents to have the context of a customer before a call is made, giving them the information they need for success.
  • Automatically contact your customers in the priority you choose, at the best times, with predictive and progressive dialling.
  • Choose what action to take if an answering machine is detected, like leaving a message or scheduling a callback.
Virtual Agent icon

Virtual Agent
+ -

Lifelike conversations with your customers, guiding them to achieve what they need on their own…faster.

  • Have lifelike conversations with Amazon Lex, the same technology that powers Amazon Alexa. Amazon Lex understands text and voice, allowing you to build an intuitive contact experience.
  • Choose your preferred persona in a language that suits your customer with Amazon Polly. Text-to-speech technology allows you to customise messaging to your customers without the need for professional recordings.

Get Integrated

Our CX Platform has been taught an important value – stay agnostic! We have the flexibility to integrate with various 3rd parties to keep your contact centre streamlined with other areas of your business.

CRM

Your CRM plays a powerful role in your contact centre. Want to know information about your customer before you interact so that you can give them what they need easier? Easy. Want to update your CRM with the latest contact information? No problem!

Workforce Management

Manage and scale your workforce with the right data. Putting the right people in front of your customers at the right time is crucial to your customer’s success.

Business Intelligence

On the AWS platform, your data is your data. Leverage real-time reporting about your contact centre from multiple sources to help you make informed decisions.

Payment Gateway

Allow your customers to pay you easily with PCI-compliant payments that work directly with your Payment Gateway.

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Team Friendly

We know what it’s like to work in contact centres. We also know that inefficient contact centre platforms create more work for agents and team leaders. Create efficiencies for your agents and team leaders by providing an experience they’ll love.
Customer Care Agent Experience

Customise the agent experience to suit the unique needs of your business. Have the flexibility of working in the office or from home with minimal workstation requirements.

Customer Satisfaction Quality Assurance

Contact Lens for Amazon Connect gives you insight into interactions between your customers and agents, including recordings, transcripts and sentiment.

Choice Configurable

Simple and intuitive configuration makes setting up and maintaining your contact centre a breeze.

More CX Technology

Contact Centre Software

We’re passionate about designing, deploying and adapting highly bespoke customer experiences.

Find out more

Managed Services

Leverage the best CX technology in the world without worrying about how you get there.

Find out more

Bespoke CX Solutions

Whatever the challenge, harness the power of our team’s collective insights across global CX solutions, industries and disciplines to solve any customer challenge.

Find out more

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Transition your contact centre to the cloud

Find out how we can help you

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