Sopra Steria Contact Center with Amazon Connect Services

Enhance your Customer Support while drastically reducing your cost

Digital interaction and personalized relationship are key components of any successful Customer Experience (CX). By providing a high-quality customer experience, omnichannel Cloud-based contact centre services offer a comprehensive and cost-effective range of features to help your agents and management team to be more effective, more relevant, and flexible. 

Sopra Steria helps organizations to design, implement and maintain omnichannel cloud contact centre relying on Amazon Connect. Our multi-disciplinary team enables interactive voice response (IVR), chatbots, messaging and web capabilities, allowing single intuitive user interface (UI) for contact routing, queuing, and analytics. This solution can provide the ability to authenticate callers’ allowing for in-depth view of the customer’s profile and history. It delivers automated interactions and customer sentiment understanding.

Sopra Steria Contact Center with Amazon Connect includes: 

  • Collaborative DigiLab Workshop: in a matter of days, we envision your solution and build a first MVP offering. intelligent routing, inbound and outbound calling systems, as well as real-time analytics dashboard.
  • Solution enablement: Design, development, implementation and 24/7 management of:
    • Intuitive and user-friendly solution, simplifying user adoption and user satisfaction,
    • Scalable platform to absorb peak of demand, relying on pay-as-you-go models,
    • Built-in security and GDPR compliant capabilities,
    • Data-driven and AI-driven technologies, to automate and enrich conversation,
    • Bespoke solution and platform that fit with your organization’s specific needs.
  • Customer Success Program: helping your management team and user to keep this solution optimized for their needs.
  • End-user Support Services: Through design to handover, our developers ensure level 1 support.

 

amazon connectWith Sopra Steria Contact Center with Amazon Connect, create innovative interaction, and improve your CSAT.

 

Benefits

Leverage from AWS Technologies with Sopra Steria:

  • Digital and Cloud Center of Excellence: Customer Experience, Cloud, DevSecOps, Data, Artificial Intelligence, Machine Learning
  • Multidisciplinary skills: design, implementation, development, operation, and security expertise
  • Advanced AWS expertise:  AWS Immersion Day Partner, AWS Migration Consulting Partner Program, AWS Well Architected Partner Program Member of the AWS Managed Service Provider (MSP) program

Find out our customers 

 

UK Fleet Operator Recognition Scheme (FORS) reshapes its customer experience with a modern contact centre

Transport for London (TfL) operates the UK capital’s public transport network and main roads. Among its responsibilities, TfL oversees an accreditation scheme which manages the safe and sustainable operation of more than 107,000 commercial vehicles through the Fleet Operators Recognition System (FORS). TfL has selected Sopra Steria to operate the scheme.

SSCL Pinnacle Contact Centre
Shared Services Connected Limited (SSCL) to Mobilize, Migrate & Modernize, delivering the 2nd largest deployment of Amazon Connect in the UK Public Sector.

Insights

Implementing Amazon Connect for the Service Desk
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