Cloud Contact Center
How to improve consistency and efficiency by centralizing data from chat, telephony, social media and other channels?
One of the most important challenges for companies lies in the centralization of data from various sources, such as chat, telephony, social networks and other channels. The complexity of managing this multiplicity of data can hinder the efficiency and quality of customer service, as well as strategic decision making. The need to integrate and analyze information from different customer touch points has become crucial to deliver more personalized experiences and improve operational efficiency.
In this scenario, the adoption of a contact center in the cloud emerges as a comprehensive solution. By moving operations to the cloud, companies can consolidate their data efficiently, allowing a more agile and effective management of information from various sources. This not only optimizes customer service, but also facilitates the implementation of more precise strategies based on accurate data analysis.
Unlike traditional call centers, cloud contact centers use cutting-edge technology to enable remote working, turning call
centers into omnichannel contact centers.
centers into omnichannel contact centers.To turn a call center into an omnichannel contact center, we use Amazon Connect and Amazon Quicksight technology, services that allow connecting and creating flows to maintain communication between the company and its customers in a friendly way, with the help of bots in chats or voice calls and a powerful business intelligence service (BI) serverless and Cloud-Native.
Nubity supports the most advanced cloud technology, powered by automation, artificial intelligence and machine learning. Solutions thanks to which support centers can continue to operate despite the distance.
Integration
IntegrationHaving the ability to maintain data streams from different sources, integrated into a complete solution is one of the biggest advantages of modern cloud contact centers. Amazon Connect facilitates the creation, automation and integration of flows such as CRM, calls, chats, forms, databases, etc. and generates value from an end-to-end solution.
Visibility
VisibilityAmazon Quicksight is the most powerful Business Intelligence tool on the market, allowing you to take data from different sources and give it the presentation and processing necessary for all members of the organization to understand the data in a natural way and make objective and informed decisions effectively.
Benefits of Cloud Contact Centers
At Nubity we know that keeping the connection with customers is one of the most important points to maintain even in times of crisis, so together with Amazon Web Services we have implemented omnichannel Contact Centers.
Efficiency
EfficiencyKeep your contact center up and running even when you're out of the office. Support with personalized experiences and contact humans only when necessary.
Savings of up to 80%
Savings of up to 80%Reduce operating costs, as you only pay for the time your contact center is in use, and there are no minimum or maximum fees associated with it.
Continuity in case of emergencies
Continuity in case of emergenciesYour Cloud Contact Center requires no maintenance or constant attention, so it will continue to function and connect your contacts remotely, regardless of unforeseen events.
Security
SecurityIt scales depending on the situation and the complexity of the customer's query. In addition, support agents can be contacted if necessary, anywhere in the world.
More efficient communication and decision making
From Contact Centers we can maintain communication with customers, as well as improve the productivity of the agents who operate the phone lines, since tools such as Amazon Polly or Amazon Lex, allow voice and text bots to take calls, attend to customers and, if necessary, contact a human agent.
In addition, an onmichannel contact centers allows real-time reporting of what happens on each call or action that is executed, which can be analyzed through Amazon Quicksight dashboards.
Amazon Connect: A scalable and personalized solution for customer service
Amazon Connect is a tool designed to revolutionize the way companies manage their customer care. This cloud contact center service enables organizations to deliver personalized and efficient experiences while significantly reducing operational costs.
Among its main benefits, Amazon Connect stands out for:
- Ease of implementation: Its intuitive design allows you to quickly set up an omnichannel contact center without the need for complex infrastructures.
- Advanced Automation: Integrates AI-powered bots, such as Amazon Lex, to handle common customer queries, freeing up human resources for more complex tasks.
- Flexibility and scalability: Easily adapt contact center capacity to your business needs, ensuring a smooth experience even during peak demand.
- Real-time analysis: Combined with Amazon QuickSight, Amazon Connect offers interactive dashboards that provide immediate and actionable information, improving decision making and visibility into service performance.
Companies looking to optimize their customer service with an agile, cost-effective and highly customizable solution will find in Amazon Connect an essential tool to overcome modern business communication challenges.
