Sold by: Premier NX Services
We enable organizations to deliver a seamless omnichannel customer experience by integrating Amazon Connect Customer (voice/contact center) with an messaging layer - allowing businesses to support both voice calls and two-way SMS conversations through the same toll-free number (TFN)
Overview
This solution combines Amazon Connect’s voice capabilities with programmable messaging to enable customers to call or text the same toll-free number, creating a seamless omnichannel experience. Agents can handle both voice and SMS conversations within a single interface.
By unifying channels, organizations significantly improve operational efficiency—agents can manage multiple two-way SMS conversations simultaneously, deflect low-value calls to messaging, and reduce handle times through faster, real-time exchanges. This centralized approach eliminates fragmented workflows, improves visibility across interactions, and enables more efficient staffing and resource allocation while maintaining a consistent, high-quality customer experience.
Ideal Use Cases
- Customer support (order status, troubleshooting)
- Appointment reminders and confirmations
- High-volume events (recalls, outages, promotions)
- E-commerce and logistics updates
- Proactive outbound notifications
Highlights
- Faster time to resolution. Eliminates confusion and improves accessibility
- Real-Time SMS-to-Agent Routing. Two-way SMS interactions.
- Flexible Architecture. Supports CRM integration (Salesforce, etc.) and workflow orchestration
Details
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Delivery method
Deployed on AWS
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Software associated with this service
By Amazon Web Services
Amazon Connect Customer is an AI-powered customer experience solution that makes it easy to deliver exceptional experiences at every customer touchpoint without cost-based compromises.