As businesses start their journey, here are some questions that should be asked when migrating to the cloud for contact center.

• Is there a strategy for the cycle of improving the customer experience?
• Is there a roadmap to ensure you will be delivering the best customer experience for your customers and agents?
• What will be the impact the organization will experience when migrating?
• Is your organization ready to implement next-generation AI features and capabilities?

CDW has proven proficiencies leveraging contact center and AI solutions that allow organizations to realize their desired business outcomes, including increased customer satisfaction and the empowerment of human agents. CDW provides expertise and guidance to help ensure you are setting your business up for success. CDW’s Amazon Connect Advanced package is ideal for organizations with more than 100 agents. CDW's Amazon Connect Advanced implementation services package includes:

• 100-plus agents
• 40 call flows
• 80 queues
• 160 menu items
• 100% native call recordings
• Intelligent omni-channel routing
• Speech Analytics and quality management
• Agent workspace (standard, no views)
• Reports and agent/admin training
• Strategic Design Workshops
• SSO integration
• Integrations — Salesforce, ServiceNow or Zendesk
• FAQ chatbot
• Generative AI-Powered agent assist
• Third-party integration (custom app)