The world's most advanced contact centre

Amazon Connect

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. The AI Powered Speech Analytics for Amazon Connect solution provides customer insights in real time, and helps agents and supervisors better understand and respond to customer needs so they can resolve customer issues and improve the overall customer experience. It is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. 

 

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Agents... anywhere

With Connect you can reduce your office space and locate agents anywhere in the world with an internet connection

 


Pay for what you use

If you've got a business that's seasonal why should you pay for capacity that you're not using? - With Connect you only pay for what you need, when you need it

 


Transcription and Archive

We transcribe calls on the fly and save them to cloud storage so you can review them later, Cloud storage costs are extremely low, highly available and highly durable.

 


Artificial intelligence.. that’ll blow your mind.

Late for an appointment? - no problem our AI can reschedule. Need to know what to do when your child is sick? - Let AI prioritise your call to a nurse


Up to 60% immediate cost savings. See for yourself.

Our customers are seeing an immediaite reduction in telephony costs driving down the cost to serve, imagine how you could evolve your services if you'd saved 12k a month


Realtime Sentiment Analysis. Check.

Do you know what your customer is thinking? Worried about your Net Promoter Score? What if you could see in realtime the sentiment analysis and change the score? - We've got this! - oh and we transcribe the call on the fly


Be everywhere your customers are. With Omnichannel.

Your customers are demanding better service, they want to interact with you by voice email and chat...whether that's facebook, Microsoft Teams or a bot on your web site. We have you covered with a single view of the customer.


 

GoCloud Transforms Plunketline with Amazon Connect

PlunketLine is a free parent helpline and advice service available to all families, whānau and caregivers 24 hours a day, seven days a week.

The Royal New Zealand Plunket Society engaged GoCloud to deliver the contact centre services through Amazon Connect, to address social distancing rules and to scale the critical service in a pandemic.

The Amazon Connect service delivered out of Amazon Web Services (AWS) was ready to take calls within two days, although it did take a little longer to build and ship the PC’s out to the nurses.

 What can you do know with Amazon Connect that you couldn’t do before?

GoCloud delivered a 24x7 Amazon Connect so everyone can work from wherever they need, be it the office or home, in fact anywhere with a decent internet connection. The existing solution wasn’t able to scale quickly, needed proprietary hardware and was reliant on people attending the office to use it.

 “Working with GoCloud was great, they’re easy to deal with and open to requirements, they were knowledge of the business and quick to respond to rapidly developing requirements.”

Anne Marie Morris Plunketline Manager

 

Plunket is a national not-for-profit organisation and New Zealand's largest provider of support services for the development, health and wellbeing of tamariki and whānau.

Who are committed to providing universal access to services for all children and families regardless of ethnicity or location through our Well Child Tamariki Ora service and the range of community services offered to families.

Our PlunketLine support line is available 24 hours a day, seven days a week to provide guidance and advice to parents and caregivers