Amazon Connect Modernize
Protagona · Customer Service
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
**Connect Modernize** is a managed delivery offer for organizations looking to modernize their Amazon Connect environment with AI-driven capabilities without rebuilding their contact center from scratch. Built on AWS-native infrastructure, including Amazon Connect, Amazon Bedrock, and Amazon Contact Lens, this offer enhances your existing setup with intelligent routing, automated workflows, and AI-powered agent-assist tools. Protagona's 100% AWS Certified, multi-competency team delivers measurable operational efficiency improvements across every stage of the engagement.
Protagona embeds the power of generative AI directly into both agent and customer experiences. Using Amazon Connect integrations and Amazon Bedrock, teams gain real-time guidance, automated responses, and intelligent decision support at scale. Existing knowledge sources, including Salesforce, ServiceNow, and Amazon S3-based documentation, are activated via retrieval-augmented generation (RAG), enabling AI-powered experiences without building new data pipelines or migrating data.
Show the rest of the publisher’s description (1 more line)
Amazon Contact Lens metrics and dashboards provide real-time insight into contact center performance, AI containment rates, and customer engagement KPIs. Protagona's structured delivery methodology spanning Discovery and Innovation, Implementation, AI Agent Configuration, Testing, Operational Readiness, KT/Handoff, and Production Deployment ensures a governed, low-risk path to a modernized, AI-ready contact center on AWS.
Highlights
Highlighted by the publisher on AWS Marketplace.
Modernize Amazon Connect with AI, No Rebuild Required. Enhance your existing Amazon Connect environment with AI-driven routing, automated workflows, and agent assist powered by Amazon Bedrock and foundation models. Protagona's certified AWS team delivers measurable improvements to operational efficiency and customer engagement without disrupting your current contact center infrastructure.
Activate Knowledge Sources with Retrieval-Augmented Generation (RAG). Connect Salesforce, ServiceNow, and Amazon S3-based documentation directly into AI-powered customer experiences using RAG with no new data pipelines or data migration needed. Surface accurate, context-aware responses to agents and customers in real time, leveraging your existing enterprise knowledge assets on AWS-native infrastructure.
End-to-End Delivery with Real-Time AI Performance Monitoring. A structured 7-phase delivery methodology from Discovery through Production Deployment ensures a governed, low-risk implementation. Amazon Contact Lens dashboards provide instant visibility into AI containment, engagement, and operational KPIs, backed by a 100% AWS Certified team with a 9.9 CSAT rating.
Agent build and provenance
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Sources
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