Amazon Connect Implementation

• New implementations, legacy migrations, and recovery of underperforming environments
• Omnichannel service and regulated outbound engagement
• Customer self-service for enquiries, bookings, payments, refunds, and case status
• Real-time agent guidance and automated after-contact work
• Contact analytics, quality management, and compliance checks
• Agentic workflows that retrieve data and complete approved actions

**Discovery and Architecture Design**

We assess call volumes, telephony, contact flows, routing, agent experience, integrations, reporting, security, retention, compliance needs, and AWS usage. Outputs include a target architecture, roadmap, migration approach, risk register, and AWS consumption forecast.

**Amazon Connect Build and Migration**

Our engineers can deliver:

• Amazon Connect Customer provisioning, telephony, queues, callbacks, and routing
• Omnichannel routing across voice, chat, email, tasks, and SMS
• Reusable contact flows with exception handling and version control
• Amazon Connect agent workspace, Cases, Customer Profiles, Outbound Campaigns, and workforce management
• Amazon Lex for natural language IVR and self-service

Migration can include IVR analysis, flow conversion, routing migration, number porting, integration rebuilds, testing, cutover, rollback, and hypercare. Where applicable, FlowShift can convert supported Genesys and Avaya flows, with exceptions documented for review.

**Integration, Self-Service, and Agent Assistance**

We integrate Amazon Connect with Salesforce, ServiceNow, Zendesk, Microsoft Dynamics 365, workforce platforms, industry applications, and enterprise APIs.

Integrations can use AWS Lambda, Amazon API Gateway, Amazon EventBridge, AWS Step Functions, Amazon DynamoDB, and Amazon SQS, with access controls, retries, audit records, monitoring, and recovery.

We implement Amazon Q in Connect, Connect AI agents, Amazon Bedrock, Bedrock Knowledge Bases, Bedrock Guardrails, Amazon Lex, and Amazon Nova 2 Sonic where they support the business case.

Capabilities can include:

• Customer verification, enquiries, bookings, payments, refunds, and case status
• Real-time knowledge, suggested responses, and next-best actions
• In-queue AI that gathers details and prepares agent context
• Automated summaries, CRM updates, and after-contact work
• Multilingual self-service and agent support

**Generative AI and Agentic AI**

For use cases requiring action across systems, we implement Amazon Bedrock AgentCore, including Runtime, Memory, Gateway, Identity, and Observability. Capabilities can include AI agents, multi-agent workflows, MCP-based tool access, audited activity, confirmation before consequential actions, structured human escalation, and guardrails for content, identity, scope, and data access.

**Analytics, Outbound, and Compliance**

We configure Amazon Connect Contact Lens for transcription, sentiment, categorisation, redaction, summaries, quality evaluation, supervisor alerts, compliance checks, and agent performance reporting. Sonic Emotion Coach can add audio-level analysis of empathy, tone, pace, clarity, confidence, and interruption patterns.

Amazon Connect Outbound Campaigns can include Do-Not-Call controls, calling windows, attempt limits, consent handling, automatic campaign halt when compliance data is unavailable, and auditable permit or block decisions.

Security controls can align with HIPAA, PCI DSS, SOC 2, GDPR, TCPA, FCA requirements, and customer policies. Scope can include AWS KMS, least-privilege IAM, AWS Secrets Manager, AWS CloudTrail, Amazon S3 recording controls, AWS Security Hub, AWS Config, Amazon GuardDuty, private networking, testing, disaster recovery, and cost optimisation.

**Infrastructure, Observability, and Handover**

Every engagement includes Infrastructure as Code using Terraform, AWS CDK, or AWS CloudFormation, plus controlled promotion of flows, bots, prompts, and other Amazon Connect assets.

We configure Amazon CloudWatch dashboards, alerts, business metrics, and contact-level tracing across Amazon Connect, AI services, APIs, and integrations.

Handover can include documentation, runbooks, training, knowledge transfer, and 30-day hypercare. Customer-specific code, configurations, prompts, and assets remain under customer ownership.

Customers needing continued development can engage an Armakuni Amazon Connect POD for platform support, integrations, backlog delivery, AI additions, and release management.

Scope, AWS service selection, migration approach, and timeline vary by contact centre size, channels, integration complexity, compliance needs, and AI use cases.