Platform Expertise

Comprehensive technical capabilities across contact centre platforms, cloud architecture, and enterprise integration

Amazon Connect Platform

Deep expertise in AWS contact centre services

  • Contact flow design and optimization
  • IVR menu configuration
  • Lambda integration for custom logic
  • Queue management and routing
  • Real-time and historical metrics
  • CTR (Contact Trace Records) analysis

Intelligent Routing

Advanced routing strategies and algorithms

  • Skill-based routing implementation
  • Priority and VIP customer handling
  • Time-based routing rules
  • Load balancing algorithms
  • Omnichannel queue management
  • Dynamic routing based on KPIs

CRM/ITSM Integration

Seamless integration with enterprise systems

  • ServiceNow integration and workflows
  • Salesforce Service Cloud integration
  • Microsoft Dynamics connectivity
  • Custom API development
  • Screen pop and CTI integration
  • Unified customer data access

Automation & AI

AI-powered automation and self-service

  • Conversational AI chatbot development
  • Natural language understanding (NLU)
  • Intent recognition and entity extraction
  • Sentiment analysis implementation
  • Predictive routing with ML
  • Automated call summarization

Cloud Architecture

Scalable and resilient cloud solutions

  • AWS cloud infrastructure design
  • High availability and disaster recovery
  • Multi-region deployment strategies
  • Microservices architecture
  • Auto-scaling and cost optimization
  • Security and compliance (HIPAA, PCI-DSS)

Platform Optimization

Performance tuning and best practices

  • Call flow optimization
  • Queue strategy optimization
  • Agent utilization improvement
  • First call resolution enhancement
  • Average handle time reduction
  • Customer satisfaction optimization

Best Practices & Methodologies

Design Principles

  • •Customer-centric flow design
  • •Scalability and performance optimization
  • •Security and compliance first approach
  • •Modular and maintainable architecture

Implementation Approach

  • •Agile development methodology
  • •Continuous integration and deployment
  • •Comprehensive testing and validation
  • •Documentation and knowledge transfer

Certifications

  • AWS Certified Solutions Architect
  • Amazon Connect Specialist
  • ServiceNow Certified Administrator
  • ITIL Foundation Certified

Technologies & Tools

Amazon Connect

Contact Centre

AWS Lambda

Serverless

Amazon Lex

AI/NLU

ServiceNow

ITSM

Salesforce

CRM

Microsoft Dynamics

CRM

Node.js

Backend

React

Frontend

Python

Automation

TypeScript

Development

PostgreSQL

Database

Redis

Caching