AWS Amazon Connect Delivery Partner — Sysgrate | Cloud Contact Center Solutions

Cloud contact center technology overview

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Amazon Connect

AWS Cloud Contact Center

What is Amazon Connect

The Cloud Contact Center Built for Enterprise Scale

Amazon Connect is AWS's omnichannel cloud contact center — built to deliver superior customer experiences at any scale. It combines AI, real-time analytics, and flexible routing in a single, pay-as-you-go platform.

Sysgrate is a certified Amazon Connect Service Delivery Partner — meaning we've been validated by AWS for expertise in deploying and managing Amazon Connect solutions across industries.

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No upfront infrastructure cost

Pure cloud — spin up a fully functional contact center in minutes. Pay only for what you use.

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Native AI & machine learning

Contact Lens, Amazon Lex bots, real-time sentiment analysis, and automated call summaries built in.

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Integrates with everything

Salesforce, HubSpot, Zendesk, ServiceNow — Amazon Connect connects to your entire tech stack.

What We Do

End-to-End Amazon Connect Services

From initial assessment to ongoing optimisation — Sysgrate handles every phase of your Amazon Connect journey with certified expertise.

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Consulting & Architecture

We map your current contact center landscape, define your target architecture, and design a deployment plan that fits your exact business — not a generic template.

Current State Assessment Architecture Design TCO Analysis

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Migration & Deployment

We migrate from any legacy platform — Genesys, Avaya, Cisco, NICE, Five9 — to Amazon Connect with zero customer experience disruption and 30–50% faster deployment timelines using our pre-built migration tooling and reusable contact flow templates.

Legacy Migration IVR Migration Tool Number Porting

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AI & Automation Engineering

Implement Amazon Lex conversational bots, Contact Lens for real-time analytics, automated call summaries, and intelligent routing that learns from every interaction.

Amazon Lex Bots Contact Lens AI Auto-Summarisation

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CRM & Ecosystem Integration

Deep integrations between Amazon Connect and HubSpot, Salesforce, Zendesk, ServiceNow — delivering screen pops, automatic logging, and unified customer views for every agent.

HubSpot Sync Salesforce CTI Zendesk Integration

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Security Assessment

Our 3-week AWS security assessment identifies compliance gaps across governance, data protection, identity & access management, resilience, and infrastructure security — and delivers a prioritised remediation roadmap with clear ownership and timelines.

GDPR Compliance IAM Review PCI DSS

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Managed Services & Support

24/7 monitoring, proactive optimisation, SLA management, and rapid incident response. We manage your Amazon Connect environment so your team can focus on customers, not infrastructure.

24/7 Monitoring SLA Management Proactive Tuning

Platform Capabilities

Everything in One Cloud Platform

Amazon Connect brings together voice, digital, AI, analytics, and workforce tools — all configurable without code.

Voice & Intelligent IVR

Deploy enterprise-grade voice infrastructure in the cloud. Build dynamic call flows with drag-and-drop IVR, intelligent routing, and sub-second latency — at global scale.

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Natural Language IVR

Amazon Lex-powered speech recognition understands customers in natural language — no menu navigation required.

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Skills-based Routing

Route to the best available agent based on skills, language, history, and customer value — automatically.

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Callback & Queuing

Eliminate hold time with intelligent callbacks. Customers keep their place in queue without staying on the line.

Uptime SLA on Amazon Connect voice

Reduction in call abandonment with callbacks

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Faster IVR changes vs legacy on-prem systems

Improvement in first-call resolution rate

Omnichannel Digital CX

Serve customers wherever they are — chat, email, SMS, WhatsApp, social — all managed in one unified agent workspace with full context across channels.

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Unified Agent Desktop

One workspace for voice, chat, email, and social. Agents see full conversation history regardless of channel.

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Web & Mobile Chat

Embed Amazon Connect chat into any website or app. Seamlessly escalate to voice with context preserved.

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Proactive Outreach

Automated outbound campaigns via voice, SMS, and email — personalised, compliant, and measurable.

Digital deflection reducing call volume

Average CSAT score on digital channels

Channels unified in one agent workspace

Higher NPS from omnichannel customers

AI-Powered Insights & Automation

Contact Lens for Amazon Connect uses machine learning to analyse every call and chat in real time — detecting sentiment, identifying coaching opportunities, and surfacing compliance risks.

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Real-time Sentiment Analysis

Supervisors get live alerts when a conversation is escalating — before it becomes a complaint.

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Automated Call Summaries

Generative AI drafts call summaries automatically — significantly reducing agent after-call work time.

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Custom Dashboards & Reporting

Kinesis streams feed into QuickSight for real-time and historical reporting tailored to your KPIs.

Of calls automatically transcribed and analysed

Reduction in manual QA time with Contact Lens

Manual after-call summary entries with AI assist

Improvement in compliance monitoring coverage

Workforce Management & Optimisation

Amazon Connect integrates with leading WFM tools — Verint, Calabrio, NICE — and offers native forecasting and scheduling to keep your team perfectly staffed.

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AI-driven Forecasting

ML models predict contact volume by channel, time of day, and season to optimise staffing automatically.

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Agent Performance & Coaching

Built-in scorecards, quality evaluations, and coaching templates — guided by Contact Lens AI insights.

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Remote & Hybrid Workforce

Agents can work from anywhere with just a browser and internet connection. Zero hardware required.

Reduction in overstaffing costs via AI forecasting

Improvement in agent satisfaction scores

Hardware needed — 100% browser-based agent

Faster onboarding of new agents vs legacy systems

Our Process

How We Build Your
Amazon Connect Journey

A proven 5-phase methodology refined across 50+ deployments — from your first conversation to a fully managed, high-performing contact center.

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Discovery & Assessment

Audit current infrastructure, map call flows, identify integration requirements and define success KPIs.

Week 1–2

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Architecture Design

Build your target-state architecture: routing logic, IVR trees, AI enablement, integrations, and security model.

Week 2–4

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Build & Migrate

Deploy Amazon Connect, migrate number inventory, configure contact flows, and integrate with your CRM stack.

Week 4–8

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Test & Go-Live

UAT, load testing, agent training, and a phased cut-over — zero disruption to your live operation.

Week 8–10

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Manage & Optimise

24/7 monitoring, SLA management, quarterly reviews, and continuous optimisation as your business evolves.

Ongoing

Why Sysgrate

The Smarter Way to Deploy Amazon Connect

Other partners deliver the technology. We engineer the outcome — faster, at lower cost, and with strategic depth that lasts beyond go-live.

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AWS Certified — Not Just Resellers

We hold AWS Service Delivery Partner status for Amazon Connect — validated expertise, not just reseller access.

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30–50% Faster Deployments

Our reusable IVR migration tool and pre-built contact flow templates cut weeks off your go-live timeline.

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Deep CRM Integration Expertise

HubSpot, Zendesk, and Salesforce integrations built and tested — not handed off to a third party.

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Security-first Architecture

Every deployment is designed with enterprise security, compliance, and governance at its core — not bolted on afterwards.

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Global + Regional Capability

Delivered projects across North America, Europe, APAC, and Middle East — with local knowledge that matters.

Sysgrate vs. Buying Direct from AWS

What you get with a specialist partner vs. going it alone

Category	DIY / AWS Direct	With Sysgrate	Your Advantage
Architecture	Generic templates	Business-first design	Purpose-built
Deployment speed	12–20 weeks	6–10 weeks	30–50% faster
IVR migration	Manual rebuild	Migration tool	Weeks saved
CRM integration	Custom dev required	Pre-built connectors	Immediate value
AI enablement	Optional / manual	Standard in every build	Day-one AI
Ongoing support	AWS standard queues	24/7 managed service	Priority resolution
Security review	Not included	3-week assessment	Compliance-ready

Sysgrate-Built Solutions

Ready-to-Deploy Add-Ons for Amazon Connect

Proprietary tools and modules built by Sysgrate that install directly into your AWS account — extending Amazon Connect with capabilities not available out of the box.

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Custom Reporting Suite

Real-time and historical dashboards using AWS Kinesis and QuickSight. Pre-built templates for SLA reporting, agent performance, and customer journey analytics — fully configurable to your KPIs.

Kinesis Streams QuickSight Dashboards Historical Reports Real-time Wallboards

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IVR Migration Tool

Our proprietary tool accelerates migration from legacy IVR platforms (Genesys, Avaya, Cisco) to Amazon Connect — automatically mapping menus and converting routing logic.

Legacy IVR Import Flow Conversion Validation Testing

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Voicemail & Callback Engine

Enterprise voicemail, missed call management, and intelligent callback scheduling — built as a plug-and-play Lambda module that integrates directly with Amazon Connect contact flows.

Voicemail Capture Callback Scheduling Email Notifications

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Holiday & Emergency Routing

Dynamic business hours management with a self-service portal. Administrators control routing overrides, holiday schedules, and emergency closures — with zero developer dependency.

Holiday Calendars Emergency Override Self-Service Portal Multi-Queue Support

Integrations

Connects to Your Entire Tech Stack

Amazon Connect integrates natively with leading CRM, WFM, analytics, and business tools — and Sysgrate has pre-built connectors for the most common combinations.

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HubSpot CRM

Screen pops, auto call logging, and pipeline sync

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Salesforce

CTI adapter, case creation, and Service Cloud Voice

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Zendesk

Ticket creation, agent widget, and full conversation sync

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ServiceNow

Incident creation, CMDB lookup, and workflow triggers

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QuickSight

Real-time and historical dashboards via Kinesis

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Amazon Lex

Conversational AI bots for voice and chat deflection

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Verint / NICE

Enterprise WFM, QA, and speech analytics

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Microsoft Teams

Agent collaboration, escalation, and expert finder

Cloud Contact Centers Powered by Amazon Connect Built by Sysgrate