amazon-connect
MISSION LABS PARTNER

AMAZON CONNECT

100% cloud-based enterprise contact centre solution, used by over 70k Amazon service agents and many thousands of companies worldwide

aws certified

Reimagine your contact centre with Amazon Connect

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.

Customer satisfaction

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.

Agent happiness

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.

Reduced costs

Pay as you use contact centre model with no licence fees. Achieve lower average handle (AHT) times, deflection and quicker agent onboarding.

        
        

Why is Amazon Connect different?

        
        
         Why is Amazon Connect different?     
    

Regions Served

Regions Served

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.

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Migrating from on-premise to cloud?

Not sure where to start?

Here's how we did it for FirstGroup

MISSION LABS + AMAZON CONNECT

What we do

Migrate & Scale

Migrate & Scale

Amazon Connect is a globally accessible and highly scalable contact centre solution. Mission Labs specialises in AWS best-practice design, build and deployment of Amazon Connect, including native natural language processing, robotics and exchange of data with any external systems. Amazon Connect’s 100% cloud-based platform provides a pay for usage model, removing the need for large long-term licence fees, hardware capex and operating overhead.

Find out more about Amazon Connect >
Integrate & Automate

Integrate & Automate

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 >
Agent Efficiency

Agent Efficiency

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 >

System Architecture

Mission Labs designs and builds to AWS best practices, providing a robust, secure and production-ready Amazon Connect implementation that is ready to scale.

System Architecture

Ready to reimagine your contact centre?

We help to supercharge customer satisfaction, transform agent happiness and reduce your operating costs.

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Contact us

We’re specialists in delivering cloud contact centre solutions. We’d love to help you reimagine your contact centre.

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Request a demo

We’re specialists in delivering cloud contact centre solutions. We’d love to help you reimagine your contact centre.