CRMNEXT among the first APN Partners to support Amazon Connect in India

PUNE: CRMNEXT, a provider of CRM in financial services globally will be among the first Amazon Web Services (AWS) partners to support Amazon Connect in India. As one of the first AWS Partner Network (APN) Partners to support Amazon Connect, CRMNEXT is able to help banks expand the use of intelligent assistants and improve the overall customer experience when interacting with the bank by phone. This will be done through a new cloud-based contact centre service from AWS.

Hitesh Arora, Director Strategy, CRMNEXT said, "We are proud to be Amazon's First APN partner to bring an integrated CRM plus Amazon Connect capability in India. This will take customer experience while connecting to a call centre to a completely different level. It will drastically reduce the waiting times and call handling times of call centers with virtual assistants which are capable of having intelligence and personalised conversations with the customer".

Based on Amazon’s own customer service system, Amazon Connect allows companies to set up and manage innovative cloud supported customer contact centers that make phone interactions a world-class experience. By migrating contact centres to the cloud, businesses using the CRMNEXT platform will be able to benefit from Amazon Connect’s powerful functionality. Currently, more than one billion bank customers and three quarters of a million bankers are supported on the CRMNEXT platform.

For banks and its customers this will create completely new, convenient and faster way to interact. Customer's call waiting time will be reduced drastically as 70% queries would be solved by interacting with a virtual assistant. This will significantly reduce the customer service cost for banks.

Amazon Connect integrates with Amazon Lex to provide natural customer conversations, using skills-based routing if a customer needs to speak with an agent.