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Amazon Connect –
Innovating your customer experience


Amazon Connect is a highly flexible and scalable contact center that is easy to implement and straightforward to manage for agents and call center managers. Amazon Connect is completely cloud-based and does not require a telephone system – the technical infrastructure is provided entirely by AWS. You only pay for consumption-based usage, with no minimum contract terms, upfront payments or base fees.
At tecRacer, we have been supporting our customers on their journey to Amazon Connect since 2017 and have successfully completed numerous implementations since then.
The implemented contact center migrations range from 10 to over 2,000 agents – from simple to very complex environments.

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Challenges


Why has Amazon developed a contact center solution?

As the world’s largest online retailer, Amazon tries to offer its customers the best possible customer experience. The generally high inbound traffic with very high peak loads during the Christmas period or on Black Friday could only be handled poorly with traditional contact center solutions. As there was no satisfactory solution on the market, Amazon quickly developed a solution itself – Amazon Connect. Amazon Connect has been available on the open market as a flexible and highly scalable solution since 2017.

Services from tecRacer


Consulting

Our consultants and customer experience experts advise you from the outset on the design of your contact center environment and outline your use cases, as well as on self-service and optimization potential.

Development

Our experts provide your Amazon Connect environment and connect Amazon Connect with your existing systems.

On request, we can also create a customized agent desktop for you

Managed Services

We are also there for you after successful implementation. Our managed service team monitors your contact center according to individual SLAs so that you can devote yourself entirely to your customers’ customer experience. We set productive alarms and think along with you by informing you about technical innovations and possible service improvements.

Reselling

As an official Amazon Web Services Reselling Partner, you will receive a German invoice in EUR with a 30-day payment term.

As a German contractual partner, we are GDPR-compliant.

Training

Our Amazon Connect Essentials training course is specifically designed for Customer Service Managers and Contact Center Supervisors who want to build knowledge and skills in using Amazon Connect. This hands-on course teaches fundamental concepts, features and best practices to ensure effective contact center management.

Your advantages with our solution


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Pay-as-you-go

With Amazon Connect, you pay according to your use of the service – with per-second billing (after the first minute).

Thanks to the on-demand service, there are no long-term contract commitments or high upfront payments, and the number of customer service employees you deploy is also irrelevant when it comes to billing.

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Variety of integrations

Improve your sales & service processes by integrating Amazon Connect into your CRM solution: this allows you to assign the caller directly to their support ticket and respond to their request as quickly as possible.

Optimize the customer experience by integrating other AWS services such as Amazon Lex or Amazon Polly.

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Growth simply possible

Amazon Connect is cloud-based – so there is no need for complex calculations and costly investments in telephone systems.

You can scale your contact center at will – as your growth or seasonal fluctuations require

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Intuitive use

Setting up Amazon Connect is easy even without programming knowledge and the menu navigation of your Contact Center is intuitive.

When setting up and configuring your Amazon Connect, we’re not talking about weeks or months – but days.
With the help of the Contact Flow Designer, you can create your first call flows in just a few minutes.

  • Chronext AG – 2018

    Ludwig Wurlitzer, Founder and Chief Product Officer, CHRONEXT, Cologne
    “We rely on tecRacer as a fast partner for this, as they are one of the first companies in Europe to be able to set up Amazon Connect.”
  • Dr. Klein Ratenkredit GmbH

    René van der Vügt
    “The open and excellent cooperation at eye level with the tecRacer team contributed significantly to the success. Finding solutions quickly and a one hundred percent customer focus characterize this partnership.”
  • Kiwi.com

    Jiří Lněnička, Group Product Manager
    “In this rapidly evolving era of AI, we were in search of a platform with a flexible commercial model, one that could keep pace with technological advancements. tecRacer emerged as an invaluable ally, integrating seamlessly with our team and guiding us through the transition to Amazon Connect. This partnership has not only resulted in a compelling success story but has also propelled us further in our mission to provide world-class customer experiences to travelers globally.”
  • Lekker Energie GmbH

    René Kulschewski, Chief Information Officer, Lekker Energie GmbH
    “We have found that cloud technologies can enable our teams to focus on what matters to our customers. With AWS and tecRacer, we have strong partners to make this happen.”
  • Siemens Global Business Services

    Philip Hechtl, Head of Artificial Intelligence and Digital Service Management, Siemens GBS
    “The innovative strength and speed of Amazon Web Services (AWS) was an important decision criterion for us. The cost savings potential of up to 57 percent is enormous. tecRacer convinced us as a flexible and reliable partner with broad Amazon Connect knowledge.”
  • Oracom GmbH – 2020

    Andreas Tutsche, Managing Director Oracom GmbH, Berlin
    “Together with tecRacer, we have gained a real competitive advantage by using Amazon Connect and the power of the entire AWS ecosystem. Due to the strong increase in productivity, we hope to service ten times the number of contacts in five years – with the same number of employees.”
  • Andsafe AG

    Juliana Becker, Sales Director, Münster
    “Thanks to the agile development with tecRacer, with the combination of Amazon Connect and Amazon Lex we now have a highly scalable customer service that matches our growth.”

    Let’s take your contact center to the cloud together with Amazon Connect


    
    					 

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