aws.amazon.com/blogs/contact-center

Amazon Connect

Amazon Connect is a cloud-based contact center solution that helps businesses deliver seamless customer experiences across voice, chat, and other communication channels. It is designed to be easy to set up and scale, offering features such as intelligent routing, real-time analytics, and automated workflows, all powered by AWS.
With Amazon Connect, businesses can reduce costs, improve agent productivity, and enhance customer satisfaction. The platform integrates with AWS services like Lambda, Lex, and Polly for advanced capabilities such as AI-driven automation, voice recognition, and personalized interactions. It also supports CRM integrations to help teams manage customer relationships more effectively.

Enhance Your Sales

Echoz.ai identifies the behaviors of your top sales reps: the questions they ask, their pricing discussions, and their talk-to-listen ratios. Use these insights to train your team on effective sales strategies.

  • Call Insights
     Easily search for keywords in any sales conversation. Echoz.ai transcribes and indexes all calls, enabling quick access to mentions of competitors or script adherence.
  • Collaborative Feedback
    Seamlessly share sales calls with clients or team members. Request feedback, tag colleagues for input, and highlight areas for improvement. Foster collaboration and help your reps close more deals together.

How to Integrate

Here are the steps to help you integrate your telephony system to Echoz.ai,

  1. Log in on app.echoz.ai.
  2. Open Settings from sidebar than click on Integrations.
  3. Click “Add Telephony System”.
  4. Select Amazon Connect.
  5. Copy the given folder path with the following format:
    /…/<year><month><day>/<prospectPhoneNumber> by <userEmail> @ <hour><minute><second> <AM/PM>[ as <disposition>].<fileType> 
  6. Configure that folder path to your Amazon Connect account.
  7. Click on configure button to get you password, use the given password & user name to register our sftp server to Amazon Connect.
  8. Now to configure your telephony system to send files to our sftp server sftp-serve.echoz.io .  The campaign folder should reside under the root folder, or the Recordings folder. Note Make sure that the end of the default path URL matches the following format: /…/<year><month><day>/<prospectPhoneNumber> by <userEmail> @ <hour><minute><second> <AM/PM>[ as <disposition>].<fileType>. For example, /Company Name/2023_9_19/2315166789 by user@email @ 9_33_04 AM.wav. If you need to customize the path, contact Echoz support.