Contact Center & BPO SolutionsBuild it, run it, or both — your contact center, our expertise

Amazon Connect Implementation

We architect and deploy Amazon Connect contact centers tailored to your business — IVR flows, routing rules, queue management, agent workspace, and real-time dashboards. Pay-per-use pricing means no seat licenses, no long-term contracts, and costs that scale with actual usage.

• —Contact flow design with drag-and-drop IVR builder
• —Skills-based routing and queue configuration
• —Agent workspace setup with softphone
• —Real-time and historical reporting dashboards
• —Call recording, screen recording, and compliance setup
• —Number porting and telephony configuration

AI-Powered Customer Experience

We deploy Amazon Lex conversational bots for self-service, Amazon Q in Connect for real-time agent assist, and Contact Lens for automated quality management. Your agents get AI-generated summaries, suggested responses, and next-best-action guidance on every interaction.

• —Amazon Lex chatbot and voicebot development
• —Amazon Q in Connect knowledge base and RAG setup
• —Contact Lens real-time sentiment and analytics
• —Automated post-contact summarization
• —AI-powered quality scoring and agent coaching
• —Custom ML models for intent prediction and churn detection

Legacy Migration & Integration

We migrate contact centers from legacy platforms to Amazon Connect with parallel-run periods, agent training, data migration, and CRM integration. Typical enterprise migrations complete in 3-6 months with zero downtime.

• —Migration planning from Avaya, Cisco, Genesys, Five9, or Zendesk
• —CRM integration (Salesforce, ServiceNow, HubSpot, Dynamics 365)
• —Data migration — historical call records, agent profiles, routing rules
• —Workforce management and scheduling tool integration
• —Parallel-run cutover with rollback planning
• —Agent training and change management

Managed BPO Operations

For clients who want the full package, we staff and operate the contact center with trained agents from our Nigeria offices. You get European-standard service delivery at globally competitive rates — with real-time reporting, SLA guarantees, and the flexibility to scale up or down monthly.

• —Trained English-speaking agents in Lagos and Abuja
• —Omnichannel support: voice, chat, email, WhatsApp, social
• —Custom onboarding and product training for your brand
• —SLA-backed response and resolution times
• —Real-time dashboards and monthly performance reporting
• —Flexible scaling — add or reduce seats monthly with no long-term lock-in

Discovery

We learn the business, the constraints, and the real technical problem — workshops, stakeholder interviews, and competitive review. Most ambiguity gets resolved here.

Planning

A scoped roadmap with milestones, deliverables, architecture decisions, and the trade-offs we made and rejected. You get the document, not a slide.

Development

Senior-only delivery. Sprint cadence, transparent progress, continuous integration. No mid-project surprise about who is actually writing the code.

Delivery

Deploy, validate, hand off. Full documentation, monitoring in place, and a defined window of post-launch support to catch what only production reveals.