Reinventing the Customer
Engagement with Amazon Connect

AI-powered, omnichannel contact center solution that unifies self-service,
real-time analytics, and global agent connectivity for seamless customer engagement.

Overview

Redefine Customer Interactions with AI

Customer expectations are evolving fast. If your contact center is not able to match this evolution and deliver seamless and personalized interactions, you are already a step behind. With Amazon Connect, get an omnichannel experience powered by AI, real-time analytics, and generative AI-driven assistance to enhance customer engagement and agent efficiency.

At R Systems, we don’t just implement technology—we engineer transformation. With deep expertise in AI-driven customer experience solutions, we help businesses harness the full potential of Amazon Connect to:

 

  • Create Seamless Omnichannel Interactions
  • Boost Agent Productivity with Generative AI
  • Optimize Contact Center Performance
  • Drive Cost Efficiency & Business Impact

 

Key Challenges

The Need for Modernization in Legacy Contact Centers

Complex IVR Management

Configuring and updating IVR workflows requires significant time and effort which leads to operational inefficiencies.

High Hardware Dependency

On-premises systems demand costly infrastructure investments and ongoing maintenance.

Limited Scalability

Expanding operations or handling seasonal demand becomes challenging with legacy systems.

Integration Roadblocks

Connecting with modern CRMs is time taking and costly.

Lack of Automation

Manual processes slow down operations and reduce productivity.

Inconsistent Customer Experience

Disconnected channels result in fragmented and impersonal interactions.

Rising Operational Costs

Maintenance, upgrades, and support for legacy systems require continuous investments.

Security and Compliance Risks

Older platforms struggle to keep up with evolving security standards and regulatory requirements.

Why R Systems for Amazon Connect?

At R Systems, we go beyond basic implementation to ensure Amazon Connect is optimized for your business needs

Move from legacy systems to AWS Cloud with zero disruption.

From setup to optimization, R Systems streamlines complex workflows within hours with zero disruption, maximum efficiency.

Gain insights with Amazon QuickSight, Contact Lens, and voice authentication while optimizing workforce management.

R Systems ensures Amazon Connect grows with your business, adapting effortlessly to evolving needs.

We integrate Amazon Connect with Salesforce, Zendesk, and other platforms for a unified and efficient customer experience.

Proven expertise in building high-performance contact centers.

We are trusted by Fortune 500 companies, BPOs, and SaaS providers.

From fintech to healthcare, we build custom strategies for each industry.

Success Stories

50% Less Workload, 30% Faster Lab Results, 70% Digital Adoption – Redefining Patient Experience with AI-Driven Automation

A leading healthcare provider identified opportunities to manage patient interactions aiming to reduce long wait times, automate manual scheduling issues, and improve access to essential medical services. High call volumes became a catalyst for streamlining administrative workflows.

We implemented AWS Connect, Amazon Lex, and AWS Lambda and automated appointment scheduling, lab test bookings, and medicine availability inquiries. With this AI-driven approach, we helped the client achieve reduced call center workload by 50%, accelerated lab result delivery by 30%, and cut medicine inquiry resolution time from 10 minutes to just 1 minute.

Additionally, a shift to online payments saw 70% of patients opting for digital transactions, reducing hospital queues and minimizing billing disputes by 30%.

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Optimized Healthcare Operations with Automation - 40% Faster Resolutions, 37% Cost Savings, 50% Less Workload

A major healthcare network operating multiple hospitals, outpatient centers, and clinics recognized an opportunity to streamline their revenue cycle management and enhance HR processes. Due to increasing insurance claims and employee queries, they proactively sought solutions to drive operational excellence.

We leveraged intelligent automation and transformed manual processes for claims follow-ups, eligibility checks, and pre-certifications, reducing financial bottlenecks. Simultaneously, the HR contact center automation streamlined query resolution and centralized data management which improved overall efficiency.

The client experienced a 40% reduction in HR query resolution time, a 37% cost savings, and a 50% decrease in administrative workload with this transformation. Their network is now empowered to focus on more strategic initiatives and sustained growth because of optimized processes and accuracy.

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Transformed a Leading Bank to Resolve Queries 10x Faster and Detect 90% of Fraud.

A leading retail bank with over 10 million customers wanted to enhance service efficiency and customer experience by streamlining account information management amid growing call volumes.

We implemented AWS Connect, Amazon Lex, and AI-driven automation to enhance self-service capabilities, enabling customers to access account details, detect fraud, and process loans seamlessly. AI-powered chatbots and IVR reduced agent workload while improving security and service efficiency across multiple channels.

This shift enabled AI to manage 60% of customer calls. An AI-powered fraud detection system now flags 90% of suspicious activities. Combined with streamlined loan verification, these improvements have driven a 40% reduction in operational costs.

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Brochure

Discover how R Systems and Amazon Connect enhance customer experiences with intelligent automation.

Download the Brochure