SuccessKPI and ConnectGen Launch Contact Center Builder for Rapid CCaaS Deployment

SuccessKPI has partnered with Amazon Web Services (AWS) partner ConnectGen to introduce Contact Center Builder, a solution that significantly reduces the time required to deploy small Contact Center as a Service (CCaaS) systems, transforming the process from several months to just a few days.

"SuccessKPI's mission is to enable improved business outcomes. Contact Center Builder delivers on that by making what was once a complex setup now possible in minutes, democratizing access to sophisticated contact center technology," said Dave Rennyson, CEO of SuccessKPI.

Contact Center Builder meets the growing market demand for rapid and efficient contact center setups. This solution is particularly beneficial for startups launching new businesses, small and medium-sized businesses (SMBs) undergoing digital transformation with limited resources, and large enterprises seeking to quickly respond to market opportunities with new product launches. It is also beneficial for organizations aiming to test a cloud-based contact center cost-effectively, and government or civil service entities addressing emergencies or preparing for upcoming events.

The increasing prevalence of remote and distributed workforces is a major driver of this growth, as CCaaS solutions enable customer service agents to operate from anywhere. Agents can remotely access the cloud contact center platform using their own devices and interact with customers via various channels, including phone calls, emails, chats, and social media.

Features of Contact Center Builder   

SuccessKPI's Contact Center Builder streamlines the setup process through an intuitive web-based wizard. It configures an interactive voice response (IVR) system and an interactive virtual agent (IVA) chatbot for handling caller prompts and intent assessment. Moreover, it features automatic call distribution (ACD) to route calls to the appropriate agent queue and provides a complete instance of Amazon Connect for call management, comprehensive reporting, and dashboards to monitor calls and measure agent performance. The solution can also integrate the contact center with major customer relationship management (CRM) systems such as Salesforce.

In other news, SuccessKPI has unveiled its contribution to the innovative Maximus Total Experience Management Solution (TXM), a platform that transforms customer experience for federal agencies by providing trusted information and government services.