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Amazon Connect AWS Logo-1 AI-powered contact centres with Amazon Connect Customer

Transform your customer experience with Amazon Connect Customer, built on AWS.
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Trusted by leading organisations

These businesses are delivering smarter, more personal customer experiences at scale with Amazon Connect Customer. 

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OUR CREDENTIALS

Your Amazon Connect Customer experts

Our team combines recognised AWS expertise with decades of real-world contact centre experience. We work closely with organisations to design, implement and optimise Amazon Connect Customer solutions tailored to their operational needs, customer experience goals and future growth. From data migrations and integrations to strategic consultancy, health checks and 24/7 managed support, our specialists provide end-to-end guidance. Backed by proven delivery methodologies, deep technical knowledge and a customer-first approach, we help accelerate deployment, reduce risk and maximise the long-term value of your investment.

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WHY AMAZON CONNECT CUSTOMER?

Every interaction. Reimagined.

Amazon Connect Customer is a cloud-native contact centre solution built on AWS, designed to help organisations adapt quickly, innovate faster and meet evolving customer expectations without the limitations of traditional contact centre infrastructure. With a flexible, scalable architecture, native AI capabilities, real-time analytics and access to the wider AWS ecosystem, Amazon Connect enables organisations to optimise operations, empower agents and create more meaningful customer interactions across every channel.

Flexible consumption model

Pay only for the services you use, with a scalable pricing approach that adapts as your contact requirements change. 

AI-enabled experiences

Leverage automation, analytics and AI capabilities to deliver more personalised customer interactions. 

Built for scale

A cloud-native platform built on AWS that grows with your business without the constraints of traditional infrastructure.

Built on AWS

Benefit from secure, resilient infrastructure and access to the wider AWS ecosystem. 

Pre-Configured Amazon Connect for your Contact Centre

The Route 101 Experience Platform (REX)

 

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Ready-to-deploy environment

Start faster with a pre-configured Amazon Connect instance, designed to accelerate your contact centre transformation. 

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CRM and solution integrations

Connect your customer ecosystem with out-of-the-box integrations across CRM, workforce engagement, payments and data platforms.

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No-code simplification

Reduce reliance on specialist development resources with a solution designed for rapid configuration and easier ongoing management.

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Managed by Route 101

From build and hosting to support and continuous improvement, benefit from expert guidance throughout your Amazon Connect journey. 

Supported channels
voice | web calling | chat | SMS | email | video | tasks | outbound campaigns

Supported integrations
CRM | WEM | AI agents | payments | data & analytics

ROUTE 101 AMAZON CONNECT SERVICES

Health checks from Route 101

Route 101's Amazon Connect Customer health check provides a comprehensive assessment of your environment, combining in-depth analysis with expert recommendations. We review your Amazon platform against the AWS Well-Architected Framework for Amazon Connect Custom Lens, evaluating key areas including Operational Excellence, Security, Reliability, Performance Efficiency and Cost Optimisation.

Our specialists then analyse the findings to identify strengths and opportunities for improvement, delivering a detailed, actionable report with practical recommendations to optimise performance, reduce risk and maximise the value of your Amazon Connect Customer investment.

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20 m+
interactions handled daily
10000 +
customers globally
12 B
Minutes of AI-powered conversations
11000 +
Agents supported in minutes

Route 101 modernised our voice operations without disrupting the service our customers rely on. Their understanding of our contact centre meant the transition to Amazon Connect was both smooth and well considered. The addition of AI-driven insight is already helping us better understand customer needs and support our teams more effectively.

Customer Care Director
Identicare

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Thanks to Route 101, we have been able to implement situational-based training using call recordings and live examples, significantly enhancing our team’s development. The insights provided by the Amazon Connect system are leading to informed decisions regarding guest journey improvements, service techniques and deployment.

Head of Sales (Bar Brands)
The Revel Collective

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LATEST WORK

Insights & Success Stories