100% cloud-based enterprise contact centre solution, used by over 70k Amazon service agents and many thousands of companies worldwide
Mission Labs was one of the first UK companies to embrace and then extend Amazon Connect back in 2017, and we’ve now successfully deployed or provided expertise on Amazon Connect for multiple organisations and many thousands of users.
The power of Amazon Connect can truly reimagine your enterprise contact centre, delivering the following benefits:
Reduced queuing and call times with quicker and more relevant answers. Ability to talk on the customer’s preferred channel, in their language.
Engagement tools specifically designed for agents, removing repetitive tasks and enabling increased contact handling, from anywhere.
Pay as you use contact centre model with no licence fees. Achieve lower average handle (AHT) times, deflection and quicker agent onboarding.
Mission Labs is based in the United Kingdom and operates across Europe. We also support a number of global clients with their US-based Amazon Connect contact centres.
We specialise in bespoke integration and offer a number of ready-made connectors with tools such as Salesforce, C4C, Calabrio, Aspect, ServiceNow, Zendesk and PowerBI and the ability to integrate Amazon Connect with virtually any API. Our team of digital customer experience specialists also use AWS AI services to drive more efficient customer experiences including Amazon Lex for natural language and Amazon Polly for voice responses. We build high performing automated customer journeys, omnichannel chatbots and consolidated reporting.Find out more about Mission Labs AI and ML >
Mission Labs offers a full suite of proprietary contact centre and agent efficiency tools, including our omnichannel agent desktop which can run stand-alone or embedded directly within your existing CRM or single customer view tool. SmartAgent integrates with Amazon Connect and provides a single pane of glass for agents, supervisors, analysts and assessors, working hand-in-hand with AWS automation and your back-office systems to improve efficiency, customer experience and compliance.Find out more about SmartAgent >
Mission Labs designs and builds to AWS best practices, providing a robust, secure and production-ready Amazon Connect implementation that is ready to scale.