Contact Center Modernization

Features and Services to Implement Deploying Amazon Connect requires strategic configuration of essential services to precisely address the organization's distinct needs and objectives. These configurations are pivotal in guaranteeing that the platform seamlessly aligns with operational goals and delivers optimal performance. DFX5 will implement the following services / solutions:

• Instance setup and configuration of Amazon Connect.
• Integration with Amazon Lex as a Natural Language Processing platform to provide a carousel options to Antamina users for executing self-service applications.
• Self-service applications will be limited to 5 backend integrations.
• Integration with Amazon Bedrock as the Generative AI engine and knowledge base to provide users with basic Q&A responses.
• Integration of Voice as a contact center channel using up to 5 DID’s from Connect console.
• Configuration and Integration of a web chat widget as a contact center channel to integrate its ITSM internal portal..
• Configuration of Amazon Connect customer Profiles to identify users from Amazon Connect Workspace.
• Voice channel will have a voice chat for conversational IVR to route calls based on intents.
• Voice channel will be integrated with the intent to consult or issue a new ticket. 3.1. Scope of Integrations The backend integration will proceed on a monthly basis, aligning with Antamina's project budgetary requirements. Through monthly iterations, DFX5 will integrate Amazon Connect with Antamina's backend systems, empowering users with automation and self-service functionalities The integrations will focus solely on functionalities aimed at enhancing self-service options for Antamina's users. Any additional feature development falls outside the scope of the project. Each extra integration will have to be scoped to estimate the level of effort from DFX5 engineering services.