CUSTOMER EXPERIENCE & CONTACT CENTER

Start Building for the Future

Migrate to Amazon Connect with Amplify Total Experience. We reimagine your contact center to empower your agents, delight your customers, and eliminate technical debt.

ALIGNMENT

A Migration Strategy That De-Risks Your Move

Amplify de-risks the modernization process by acting as both your strategic guide and technical engine. We handle the end-to-end lifecycle:

Human-Centric by Design

Every architectural decision we make is evaluated through the lens of the end-user, ensuring our systems reduce customer frustration and elevate the daily workflow of your contact center staff.

API-First Flexibility

Ensures your contact center is never locked in, allowing for rapid adoption of new AI tools and third-party integration as customer expectations evolve. 

Zero-Downtime Deployments

Cloud-native architecture eliminates the need for maintenance windows, ensuring your brand is always there when your customers need you.

Security & Compliance

Built on AWS’s secure foundation, our implementations adhere strictly to enterprise-grade compliance standards (PCI, SOC2, HIPAA), protecting your customers’ sensitive data and building trust. 

REIMAGINE

The Amplify Advantage on Amazon Connect

By transitioning to Amazon Connect with Amplify, you unlock a dynamic, cloud-native environment built around your specific business needs.

Here is how we bring your modernization to life:

Frictionless Journeys via Serverless Infrastructure
  • Deploy architectures built on scalable, serverless AWS services like AWS Lambda, DynamoDB, and Kinesis.
  • Ensure highly responsive contact flows that react in real-time to customer data triggers.
  • Deploy Infrastructure as Code (IaC) and multi-region redundancy to ensure your customers never experience latency or downtime.

Frictionless Journeys via Serverless Infrastructure

  • Deploy architectures built on scalable, serverless AWS services like AWS Lambda, DynamoDB, and Kinesis.
  • Ensure highly responsive contact flows that react in real-time to customer data triggers.
  • Deploy Infrastructure as Code (IaC) and multi-region redundancy to ensure your customers never experience latency or downtime.
Empowered Agents via Deep Enterprise Integration
  • Engineer bi-directional data synchronization between Amazon Connect and your core systems using secure RESTful APIs and EventBridge.
  • Eliminate screen-switching and data silos to reduce agent cognitive load.
  • Create a single-pane-of-glass that allows your team to focus entirely on listening, building rapport, and solving problems.

Empowered Agents via Deep Enterprise Integration

  • Engineer bi-directional data synchronization between Amazon Connect and your core systems using secure RESTful APIs and EventBridge.
  • Eliminate screen-switching and data silos to reduce agent cognitive load.
  • Create a single-pane-of-glass that allows your team to focus entirely on listening, building rapport, and solving problems.
Agentic AI & Natural Conversational Workflows
  • Embed Amazon Lex and Generative AI via Bedrock directly into your channels to create natural conversations.
  • Deploy Agentic AI to execute autonomous tasks and workflows.
  • Design workflows to handle everything from simple to complex routine transactions securely and efficiently.

Agentic AI & Natural Conversational Workflows

  • Embed Amazon Lex and Generative AI via Bedrock directly into your channels to create natural conversations.
  • Deploy Agentic AI to execute autonomous tasks and workflows.
  • Design workflows to handle everything from simple to complex routine transactions securely and efficiently.
Empathy-Driven Analytics & WFM Optimization
  • Deploy Contact Lens for real-time speech analytics, sentiment analysis, and automated QA scoring.
  • Configure or integrate advanced Workforce Management (WFM) tools and pipe interaction data into QuickSight or other enterprise data stores.
  • Provide dashboards that enable proactive coaching, better scheduling, and a culture of continuous CX improvement.

Empathy-Driven Analytics & WFM Optimization

  • Deploy Contact Lens for real-time speech analytics, sentiment analysis, and automated QA scoring.
  • Configure or integrate advanced Workforce Management (WFM) tools and pipe interaction data into QuickSight or other enterprise data stores.
  • Provide dashboards that enable proactive coaching, better scheduling, and a culture of continuous CX improvement.

Proof of Impact:

Accelerating Global Modernization

Client Success: CarID needed to modernize their global contact center ecosystem. They required a highly scalable Amazon Connect environment—but the transition had to be executed rapidly, without disrupting their global workforce.

 Amplify partnered directly with CarID’s IT and Operations teams to deliver a global transformation with zero compromises:

  • Speed to Value: Full migration completed and launched in less than 3 months.
  • Flawless Execution: Delivered entirely on-time and on-budget.

“To see a deployment of this scale go live on-time, on-budget, and in less than three months is a testament to Amplify’s world-class expertise. They are far more than a vendor; they are a strategic extension of our team.” 



Chief Information Officer, CarID

View Case Study →

Proven Impact, Direct from Leaders

What enterprise leaders say about Amplify

We needed a reliable partner to not only build our bilingual Voice AI and SMS Audio Library but to sustain our educational approach over time. Amplify’s managed services and proactive support have been exceptional. They continuously improve the application to ensure our patients and caregivers have 24/7 access to the resources they need.
Kira BaldonadoExecutive Vice President, Prevent Blindness
What sets Amplify apart are its people. When we hit roadblocks in our service delivery model, their team rolled up their sleeves and solved them with us. They brought incredible energy to the project and delivered a contact center solution that increased CSAT and met our rigid business metrics.
FinTech IndustryVP of Service, Delivery & Engineering
Migrating a global contact center to Amazon Connect is a massive undertaking. To see a deployment of this scale go live on time, on budget, and in less than three months is a testament to Amplify’s expertise. They are far more than a vendor; they are a partner to our team.
Sanjiv GomesChief Information Officer, CarID
We needed a reliable partner to not only build our bilingual Voice AI and SMS Audio Library but to sustain our educational approach over time. Amplify’s managed services and proactive support have been exceptional. They continuously improve the application to ensure our patients and caregivers have 24/7 access to the resources they need.
Kira BaldonadoExecutive Vice President, Prevent Blindness
What sets Amplify apart are its people. When we hit roadblocks in our service delivery model, their team rolled up their sleeves and solved them with us. They brought incredible energy to the project and delivered a contact center solution that increased CSAT and met our rigid business metrics.
FinTech IndustryVP of Service, Delivery & Engineering
Migrating a global contact center to Amazon Connect is a massive undertaking. To see a deployment of this scale go live on time, on budget, and in less than three months is a testament to Amplify’s expertise. They are far more than a vendor; they are a partner to our team.
Sanjiv GomesChief Information Officer, CarID

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