Contact Centre Builder meets the growing market demand for rapid and efficient contact centre setups.
SuccessKPI has partnered with Amazon Web Services (AWS) partner ConnectGen to introduce Contact Centre Builder, a solution that significantly reduces the time required to deploy small Contact Centre as a Service (CCaaS) systems, transforming the process from several months to just a few days.
“SuccessKPI’s mission is to enable improved business outcomes. Contact Centre Builder delivers on that by making what was once a complex setup now possible in minutes, democratising access to sophisticated contact centre technology,” said Dave Rennyson, CEO of SuccessKPI.
Contact Centre Builder meets the growing market demand for rapid and efficient contact centre setups. This solution is particularly beneficial for startups launching new businesses, small and medium-sized businesses (SMBs) undergoing digital transformation with limited resources, and large enterprises seeking to quickly respond to market opportunities with new product launches. It is also beneficial for organisations aiming to test a cloud-based contact centre cost-effectively, and government or civil service entities addressing emergencies or preparing for upcoming events.
The increasing prevalence of remote and distributed workforces is a major driver of this growth, as CCaaS solutions enable customer service agents to operate from anywhere. Agents can remotely access the cloud contact centre platform using their own devices and interact with customers via various channels, including phone calls, emails, chats, and social media.
Features of Contact Centre Builder
SuccessKPI‘s Contact Centre Builder streamlines the setup process through an intuitive web-based wizard. It configures an interactive voice response (IVR) system and an interactive virtual agent (IVA) chatbot for handling caller prompts and intent assessment. Moreover, it features automatic call distribution (ACD) to route calls to the appropriate agent queue and provides a complete instance of Amazon Connect for call management, comprehensive reporting, and dashboards to monitor calls and measure agent performance. The solution can also integrate the contact centre with major customer relationship management (CRM) systems such as Salesforce.
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