Kcom becomes AWS partner network for Amazon Connect

30 July 2018 | Natalie Bannerman

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Kcom, the IT services provider, has become an accredited Amazon Web Services (AWS) partner network for Amazon Connect to deliver cloud contact centres for UK enterprises.

Amazon connect is a self-service, cloud-based contact centre solution that enables any business to deliver improved customer service at a lower cost. The graphical interface in Amazon connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics, without the need for specialist skills.

"This accreditation cements Kcom’s position as a leading customer contact expert in the UK, said Stephen Long (pictured), EVP of enterprise at Kcom. "Our ability to offer customers bespoke contact centres on the cloud means we can tailor technologies to their specific needs. We are uniquely positioned to provide the expertise and innovation companies need to realise the potential of the cloud and evolve their contact centres."

The solution has no up-front costs or long-term commitments, as well as no infrastructure to manage. Customers pay by the minute for usage plus any telephony services. Kcom says that the accreditation recognises its vast contact centre expertise and proven cloud experience.

Kcom is already an Amazon Partner Network partner with what they say is a proven track record of helping organisations setup and manage its contact service operation from any location in the UK. It provides a complete end-to-end service, from consultancy to delivery and managed service.  

 "What attracted us to Amazon Connect was the scalability of the platform along with its well-established position in the marketplace. It aligns with what our customers want and has allowed us to expand our offering while taking on new business," said Long.

Kcom’s Public Cloud Contact Centre (PCCC) is a modular solution delivered on Amazon Connect that will help customers reimagine, scale and optimise their customer contact centres. Combining PCCC and Amazon Connect enables a number of features including: interactive voice response, Lex voice recognition, skills-based routing, call recording, management services, agent event reporting, sentiment analysis, bespoke customer integration and an agent desktop developed by Kcom.

In addition, Kcom PCC can be used by organisations with existing contact centres looking to migrate to the cloud, as well as those looking to start a contact centre from the ground up.