Amazon Connect is an easy-to-use, cloud-based customer contact center that helps you create powerful customer engagement solutions. However, several commonly requested features are not included out-of-the-box. Additionally, Amazon Connect on its own is not a fully managed solution.

The Perficient Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. PACE delivers a next-generation cloud-based contact center power by Amazon Connect that is ready for deployment and packed with features.

Enhanced Customer Experience

  • Automatic Chat Translations
  • Call Me Now Widgets
  • Email Routing
  • MS Teams Chatbots
  • SMS Messaging
  • Social Media Messaging
  • Voicemail capabilities

Enhanced Agent Experience

  • Canned Responses
  • Customizable Agent Desktop
  • Notes & Dispositions
  • MS Teams Presence Sync
  • MS Teams Transfers
  • Status Reminders
  • Queue Performance Metrics

Management and Administration

  • Chat Surveys
  • Contact Management
  • Customizable Dashboards
  • Holiday Calendar
  • Lex Bot Management
  • Prompt Manager
  • User Roles and Permissions

Enhance Amazon Connect with the
Perficient Amazon Connect Experience (PACE)

The Perficient Amazon Connect Experience (PACE) amplifies the power of Amazon Connect with added features and managed services.

More on PACE


Sentiment Analysis, Scheduled Reports and More!

The new Sentiment Analysis Tab in PACE provides insight into a caller's positive, negative, or neutral attitude as the call progresses and offers next-best-action recommendations based on pre-configured rules. Agents can view turn-by-turn transcripts and sentiment data along with an overall sentiment score for the interaction. This lessens the need for agents to take notes during calls and enables them to focus on providing positive customer interactions.

Facebook and Instagram Messaging, and customizable Dashboards

PACE supports Facebook and Instagram as inbound messaging channels! This brand-new integration allows agents to directly handle customer interactions from both Meta platforms for a seamless customer experience. This integration marks the beginning of our planned expansion of channels this year.

Success Story

Pacific Northwest National Laboratory

The laboratory needed to replace its legacy contact center application and migrate its on-premises infrastructure to the cloud in order to enhance global communication and assist employees with technical issues.

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