Connect on Customer Terms
Modernize and streamline customer engagements across all communication channels in a cost-effective manner by leveraging the power of Amazon Connect and Sugar. Sugar is coupling Amazon’s cloud technology and omnichannel reach with high-definition, time-aware customer insight into Sugar Serve to enable companies to anticipate customer needs and personalize experiences across channels. This makes it easy for customer-facing teams to reach customers proactively with timely messages and respond quickly to inquiries, ultimately nurturing both customer loyalty and end-user satisfaction.
Route Right the First Time
Never make customers repeat themselves again. Save time and money for your business by working much smarter and routing cases based on skills and availability. With enhanced, intelligent workflow and routing inside Service Console powered by Amazon Connect, it’s easy.
Make it easy for your agents and faster for your customers. Give your front line team one place to talk to customers via messaging, chat, social, email, or voice and push customer cases and conversations from those channels directly into the same place—the service console.
Power Support with AI
Deliver more sophisticated, proactive and anticipatory customer service. Build powerful call and chat flows that combine the machine learning smarts of Amazon Connect with the advanced workflow of SugarBPM to optimize both agent and customer experiences.