Consilium Software’s offer for Amazon Connect customers covers everything from Day-0 to Day-1 for initial setup, integration, enhancement and launch, as well as Day-2 support and a fully-managed service. The entire offer comes under the Consilium UniHub package of products and services designed for Amazon Connect. Customers can pick and choose what they require from the offer.
Summary
Planning & Preparation: Consilium Day 0 Offer
- - Gather requirements, architect Amazon Connect instances, ensure security & compliance, prepare resources, and develop training materials.
Configuration & Activation: Consilium Day 1 Offer
- - Provision Connect: Auto-create the instance based on the chosen architecture with Consilium UniHub
- - Configure contact flows (IVR, routing, etc.) for smooth customer journeys
Beyond Activation: Consilium Day 1 Plus
- - Consilium UniHub Channels: Voice routing and queuing, web callback, live chat, chatbots, email management, social messaging (WhatsApp, Viber, LINE), SMS, video calling, screen sharing, and co-browse.
- - Consilium UniAgent Connectors: Integrate Connect with top-20 CRMs, helpdesk systems, back-end applications, mobile apps, and Microsoft Teams.
- - Consilium UniCloud Provisioning: Manage users, queues, security profiles, routing, DID numbers, and contact flow mappings.
- - Consilium Interactions & Insights: Browser/mobile-based agent console (UniAgent), voice & digital channel reporting (UniDashboard), and supervisor dashboard (UniSupervisor).
- - Consilium UniCampaign Outbound LCM: Outbound list and campaign management with detailed reports for each campaign.
- - Consilium UniQM & UniVox Recording & Speech Analytics: Voice & digital interaction recording, AI call summaries, sentiment analysis, and detailed reporting.
- - Consilium QA, Data & Security: GDPR compliance assurance, ISO certifications for security and quality management, PCI compliance, and thorough testing & troubleshooting.
Support and Managed Services:
- - 24x7 support with online ticketing, SLA, customer care hotline, fully-managed AWS infrastructure, training webinars, knowledge base, and dedicated customer success & account managers.