Amazon Connect

Amazon Connect is an on-demand contact centre service that helps businesses of all sizes deliver an enhanced customer experience at lower cost. Operating on the globally recognised AWS cloud infrastructure, Amazon Connect offers built-in high availability, dynamic scaling and global reach.

The underlying technology for Amazon Connect has been used by Amazon customer service executives around the world to power millions of customer conversations for over a decade. Through an intuitive, graphical self-service interface, Amazon Connect allows a non-technical user to design contact flows, manage agents and track performance metrics.

Most importantly, Amazon Connect is the only contact centre service that is purely pay per use. There are no up-front payments for software licenses or hardware, no tie-ins to long-term services contracts and no infrastructure to manage with Amazon Connect. You only pay by the minute for Amazon Connect usage and associated telephony services.

The contact centre technology industry is about to get disrupted.

Easy to set up and manage

Setting up Amazon Connect is easy. With only a few clicks in the AWS Management Console, agents can begin taking calls within minutes. The drag and drop Contact Flow Editor allows you to create contact flows that define effective and efficient customer interactions without any coding.

Scalable and elastic

There is no infrastructure to deploy or manage, so you can scale your Amazon Connect contact center up or down, onboarding up to tens of thousands of agents in response to business cycles and paying only for the time callers are interacting with Amazon Connect plus any associated telephony charges.

Pay as you go

As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments or upfront charges. There is no minimum monthly fee. You are charged based on the number of minutes you use Amazon Connect to engage with your end customers, at the specified per minute rate. Pricing is not based on capacity, agent seats, or maintenance.


Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world. This makes Amazon Connect more highly available, fault tolerant and scalable than would be possible if a contact center solution was run from a single data center.

Open platform

Amazon Connect is an open platform so it is easy to integrate with other systems such as customer relationship management (CRM) solutions or the AWS platform. For example, you can use AWS Lambda to run code for a serverless application or backend service to build contact flow experiences that adapt to your customer needs in real time. And Amazon S3 can be used to store call recordings, where you can control access and lifecycle of the data.

Connect Flash

Our number one priority is customer satisfaction and want you to love the Amazon Connect product from the outset. We are so confident that you will see why so many businesses are adopting the Amazon Connect Contact Centre Cloud Solution we want you to try it before buying. So what can you expect?

  • We will work with you to understand what Amazon Connect can do for you.
  • We will work with you to understand which area of your business wants to use the Proof of Concept (PoC) and how.
  • We will build and activate the Amazon Connect Contact Centre solution within a day free of charge.
  • We will let you play with Amazon Connect to enable you to see how it could work for you?

At the end of the Flash PoC you will be in a position to fully understand how it could work for you and what customisations you might want to deliver even more benefits.

Connect Jump Start

Ourfixed price Jump Start Connect Proof of Concept (PoC)offering builds on the taster you get from the CoolHarbour Connect Flash PoC by customising Amazon Connect over a period of 3-4 weeks to work the way you need it to connect with your customers the way they want. We will customise the Flash Proof of Concept (PoC) so that you can use it with live agents and real customers for a selected area of your business.  At the end of the Jump Start PoC you will be able to review how it has delivered benefits and then either roll it out to your business or customise it further in subsequent phases.

What can you expect when buying Jump Start?

We will work with you to undertake a one day discovery session to define your specific requirements and then deliver the following:

  • Up to 3 Routing Profiles
  • Up to 3 Agent groups
  • Up to 3 Contact Flows, including Lex and IVR.
  • One simple data dip from a data source (subject to evaluation)
  • HTML wrapper around standard Amazon Connect CCP
  • Screen pop of data retrieved in data dip onto HTML wrapper form.
  • Setup simple real time reports, for out of the box statistics
  • Setup historical reports, for out of the box statistics

All at a fixed price – Enterprise functionality at budget prices!