Consilium announces launch of advanced services for Amazon Connect

• 2018-10-24
• Singapore, India and Canada

Singapore, India, and Canada October 24, 2018: Consilium Software, a premier solution provider for Contact Centers globally, today announced that it is now a Registered Consulting Partner in the Amazon ecosystem. As an Amazon consulting partner, Consilium has extended its Contact Center offering by beginning to offer services for Amazon Connect, a cloud-based contact center, which makes it easy for any business to deliver reliable customer engagement at any scale in just few simple steps. With Consilium and Amazon Connect, experience rapid setup of Contact Centers, build an omni-channel experience and begin engaging with your customers right away.
Amazon Connect is a self-service, cloud-based contact center service that enables businesses to deliver better customer service at lower cost. Its self-service graphical interface makes it easy for even non-technical users to design contact flows, manage agents, and track performance metrics without the need for specialized skills. Businesses enjoy no up-front payments and no on-premise infrastructure to manage things with Amazon Connect. User Empowerment, Affordability, Easy design of contact flows, performance tracking, rapid setup of inbound and outbound voice and flexibility are some of the benefits that are enjoyed by businesses to improve customer journey.

1. Customer Onboarding services such as instance setup, accounts setup, permissions, routing configuration, user management etc.
2. Implementation of advanced capabilities like skills-based routing, Interactive Voice Response (IVR), Amazon Connect Softphone, and Contact Center Reporting.
3. Custom Contact Flow (IVR), Lambda integration, Data Dips from RDS or Web Service, and CRM-CTI integration.
4. Provides the foundation for a more customer-centric contact center by adding Artificial Intelligence component - Amazon Lex Chatbot (Virtual Assistant) and analytics.
5. Support services for instance monitoring, troubleshooting, managing configurations and change request.

“With over 25 years’ of experience in Contact Center technologies, a global footprint with 8 offices and over 550 customers, Consilium is well positioned to help customers have a successful cloud journey” said Pramod Ratwani, CEO and Founder Consilium Software. “Whether customers are looking to implement full self-service IVR applications, interactions with their customer via AWS Lex, or integration to backend systems to drive productivity, Consilium has the skills necessary to ensure successful outcomes for our customers.”

About Consilium Software
Consilium conceives, develops and delivers enterprise software for unified communications (UC) and contact centers to power transformative Customer Experience Management (CEM.) Our software adds CRM integration, service automation and insight to leading collaboration technology vendors. Consilium UniCloud™, UniAgent™, UniCampaign™, UniDashboard™ and UniRSM™ products enhance the performance and productivity levels of enterprise customers and service providers. Our solutions are used by more than 550 companies across various sectors such as banking, telecom, retail and governments in 110 countries across six continents. Consilium Software was founded in Singapore, with software development and engineering labs in India, and subsidiaries and branch offices in Malaysia (Kuala Lumpur), Taiwan (Taipei City), the Philippines (Manila), Indonesia (Jakarta), Australia (Melbourne) and Canada (Toronto).