Certified Amazon Connect expertise to design, migrate, and run AI-powered contact centres and omnichannel messaging on Amazon Connect, Genesys Cloud, and Twilio — integrated with Salesforce and Zendesk.
From first assessment to day-two operations, one team owns the whole journey.
We audit your current contact centre, model total cost of ownership, and define a phased roadmap to the cloud.
Move from Avaya, Cisco, Genesys Engage / PureConnect, or legacy PBX to Amazon Connect or Genesys Cloud with minimal disruption to customers and agents.
Conversational IVRs and contact flows that resolve more on self-service and route the rest to the right agent first time.
Give agents one screen with the customer, the case, and the conversation by integrating telephony directly into Salesforce and Zendesk.
Transcribe, analyse, and summarise every interaction, and surface real-time guidance to agents while the customer is on the line.
We keep your contact centre healthy after go-live with monitoring, change management, and continuous optimisation.
Serverless, pay-per-use contact centre from AWS with built-in AI.
Design dynamic contact flows with Amazon Lex for natural language understanding. Customers describe their issue in plain English — no button pressing required.
Route voice, chat, email, and tasks through a single unified queue. Skill-based routing, priority queuing, and dynamic capacity management.
A unified desktop that surfaces customer history, sentiment analysis, and AI-suggested responses in real time — helping agents resolve faster and more confidently.
Live supervisor dashboards with queue metrics, agent adherence, and service-level tracking. Historical reports with CSAT correlation and predictive forecasting.
Automatic call transcription, sentiment analysis, compliance keyword detection, and post-call summarisation powered by AWS machine learning.
Forecast staffing demand, generate optimal schedules, track adherence in real time, and give agents self-service shift management via the agent portal.
Customer reaches out via web chat, WhatsApp, SMS, or phone
Twilio or Amazon Connect normalises the channel into a unified queue
AI Chatbot Builder handles intent recognition and self-service
Complex cases routed to the right agent via Amazon Connect or Genesys Cloud
Agent resolves with AI-assist and full customer context
Contact Lens AI analyses every interaction for continuous improvement
Our contact centre practice is led by a certified Amazon Connect Communication Specialist, so your contact centre is built to AWS best practice from the first contact flow.
Our contact centre practice is led by a certified Amazon Connect specialist — your contact centre is designed and delivered to AWS best practice.
Provisioning and configuring an Amazon Connect instance — telephony, queues, routing profiles, and security.
Unifying customer data from CRM and other sources into a single profile surfaced to agents.
Certification and training completed by OpCode's contact centre lead.
Map call volumes, journeys, systems, and pain points
Architecture, contact flows, routing, and CRM integration design
Configure Amazon Connect, Genesys Cloud or Twilio, bots, and Salesforce or Zendesk integration
Port numbers, load test, train agents, and run in parallel
Monitor, report, and continuously optimise after go-live
Every project is led by a certified Amazon Connect Communication Specialist.
Lex bots, Contact Lens, and generative AI built in from day one, not bolted on.
Architectures designed for PCI-DSS, HIPAA, and GDPR requirements.
Amazon Connect, Genesys Cloud, Twilio, Salesforce, and Zendesk delivered by a single team.
Twilio Flex and Amazon Connect deployments for clients in the United States, Australia, Europe and North America.
Book a free 30-minute consultation with a certified engineer to scope your Amazon Connect, Genesys Cloud, or Twilio contact centre.
Book a Free CCaaS Consultation