Amazon Connect

Amazon Connect

Amazon Connect Integration

Amazon Connect was created as a personal, dynamic contact centre for Amazon’s own retail branch. Now they’ve made this easy-to-use omnichannel cloud contact centre available to all businesses to provide a seamless experience across voice and chat for your customers and agents.

At Survey Dynamix, our intuitive, web-based integration flawlessly weaves a multi-channel customer feedback solution into the Amazon Connect experience without the need for any coding.

Check out Survey Dynamix on the AWS Marketplace.

React to customer feedback in real-time

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Survey Dynamix and Amazon Connect integration capabilities

Fully automated surveys

Survey Dynamix automatically captures customer feedback after interactions are handled in Amazon Connect. Whether the customer receives an SMS survey after a phone call or completes a web survey after a web chat or they receive one of the many other supported survey types, the choice is yours.

Higher response and completion rates

Surveys delivered via tailored methods have a higher open and read rate, and personalised survey questions have a higher response rate leading to more data for your organisation.

Real-time survey results.

View real-time survey results from within Amazon Connect using the Survey Dynamix embedded dashboard.

Works with your agents.

Agents, supervisors and user groups each have their dashboard view, allowing them to see individual and aggregated survey results, as appropriate, and monitor their performance and teams.

Personalisation and contextualisation

Survey Dynamix automatically retrieves attributes of the Amazon Connect interaction such as Agent, Queue, Wrap up, Product, Customer Type, Customer Value, Call Duration (and many many more) enabling surveys to be automatically personalised to the customer and tailored to the specifics of their customer service interaction

Automatic external actions

Surveys can use responses and data from Amazon Connect to automatically trigger actions such as notifying users of important feedback via Slack or Microsoft Teams or raising a service request in a CRM.

Smarter future routing decisions

Access previous customer feedback to make future routing decisions. For example if a customer has previously left negative feedback, route them to a VIP queue on their next call.

Survey Dynamix-Amazon Connect integration benefits

  • Increases the response and completion rates
  • Enhances your core product or service
  • Enables exceptional customer experiences
  • Promotes timely resolution of customer feedback
  • Reduces customer churn
  • Provides damage control opportunities
  • Identifies process improvements
  • Identifies staff training opportunities
  • Promotes accountability at all levels
  • Increases positive word of mouth
  • Enables better strategic decisions
  • Accelerates staff and organisational improvements

Amazon Connect - multi-channel contact centre

Amazon Connect understands that your contact centre is at the heart of your business. It offers customers the ability to provide their customers service over a variety of channels including voice and web chat. 

Survey Dynamix can automatically collect customer feedback after interactions over the following Amazon Connect channels:

  • Inbound Voice
  • Outbound Voice
  • Web Chat
  • Self-service IVR
  • Other task completion

Drive Up Customer Satisfaction with Survey Dynamix and

Amazon Connect!

We’ve enhanced the customer feedback process. Wondering how Survey Dynamix can improve your contact centre? Book a free demo or get in touch with our team.

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A free no-obligation demonstration of our powerful software and how it works with your business.