SOLUTION

Contact Center with Amazon Connect

Reduce call volume, speed up onboarding, and improve consistency across every interaction.

OVERVIEW

Empower Your Contact Centers with Amazon Connect

Companies that prioritize their customer experience see a 3.4X greater return on investment than those that don't. That’s why IT and customer experience leaders come to Mission to help design, implement, and run scalable contact center operations on Amazon Connect—integrated with your customer systems, instrumented for quality and reporting, and ready for continuous improvement.

The Power of Amazon Connect

60 %

Reduction in call volume achieved by customers implementing Amazon Connect’s self-service capabilities

50 %

Reduction in agent training time through intuitive interfaces and AI-powered assistance with Amazon Connect

Cost Effective

Get true pay-as-you-go pricing based on usage – call time, chat interactions, and SMS/email consumption. This eliminates upfront licensing fees typically required by traditional contact center solutions.

AI & Machine Learning

AI solutions are built-in for chatbots, text-to-speech, and enterprise search. And Amazon Q is your onboard AI assistant, providing unified knowledge access and real-time recommendations through natural language querying.

Omnichannel Experience

Deliver personalized and proactive experiences across voice, chat, email, and SMS—all within a single unified platform. Engage customers with appointment reminders, directions and useful information in their preferred channel.

How Mission is helping organizations innovate with Amazon Connect

SUCCESS STORY

Mission helped Netfor reduce call wait times by 99% with a new AI-powered IVR system on Amazon Connect.

“When we suddenly get a thousand calls in an hour, we'll have zero problems handling those – something that would be much more challenging with live agents."

David Cady
Director of Data Operations

99%

reduction in call wait times

SUCCESS STORY

Plum Lending projects up to 70% productivity gains for their sales teams thanks to an agentic AI sales assistant built by Mission.

"I loved Mission’s process for building out the POC and taking the next steps once the POC was complete. We started from zero, and now are amazed by what our AI tool can do."

Ajay Mangalam
President & Chief Data Scientist

Higher agent productivity with less manual documentation and faster after-call work
Faster call resolution through smarter routing, better context, and integrated workflows
Strong quality assurance with consistent evaluation and coaching signals
Clear cost control with pay-as-you-go consumption and operational governance
Omnichannel experiences across voice and digital, grounded in your systems of record
Better visibility into performance with dashboards and analytics that teams actually use

Challenges We Solve

Inefficient service delivery

Self-service automation, intelligent routing, and AI guidance reduce bottlenecks and ensure agents deliver accurate, consistent answers.

Resolution Friction

Real-time translation and AI-powered knowledge surfacing accelerate resolution and eliminate search friction.

Training Overhead

Intuitive tools and AI assistance cut training time and speed new agent productivity.

Channel Fragmentation

Unified omnichannel platform maintains service quality across voice, chat, email, and SMS—even as volume and 24/7 coverage expand.

Migration Complexity

Structured approach to assessment, planning, testing, and change management ensures smooth platform transitions.

EBOOK DOWNLOAD

Transform Your Customer Experience with Amazon Connect

Our AWS experts have crafted a comprehensive guide covering all there is to know about getting the most out of Amazon Connect. Discover common pitfalls, key features, architecture best practices and more!

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What Mission Delivers

Assessment, planning, and implementation guidance—from roadmap to deployment
Omnichannel experience design across voice, chat, SMS (and email), built in a unified platform
Contact flows, Conversational Interactive Voice Response (IVR), and consistent routing logic across channels
Integration planning and implementation across CRM systems, ticketing platforms, and knowledge bases
Security protocols and user access controls configured for your environment