Aceyus Leverages AWS to Streamline Contact Center Operations
Aceyus Inc., a provider of customer experience solutions specializing in enterprise-level data management and reporting, announced that it is using the elasticity and scalability of Amazon Web Services (AWS) to power its new Aceyus VUE cloud platform with support for a variety of cloud center providers around the world. The cloud-based platform is built on AWS and provides mid-market to global brands with real-time and historical contact center insights, allowing customers to optimize contact center efficiency and improve the customer experience. Additionally, Aceyus is collaborating with AWS to integrate its Aceyus VUE cloud platform with Amazon Connect. The integration will allow for an omnichannel approach to managing customer interactions using real-time data to provide a seamless experience for both customers and agents.
Over the last year, Aceyus joined the AWS Partner Network (APN) and began working with AWS to migrate workloads and develop its Aceyus VUE cloud platform. The collaboration to integrate Aceyus VUE cloud platform with Amazon Connect was driven by the launch of an Aceyus customer that moved from an on-premises contact center solution, supporting more than 4,000 agents, to Amazon Connect earlier this year. The shift to a comprehensive omnichannel contact center, such as Amazon Connect, allowed the Aceyus customer to streamline operations and leverage key product tools to help repurpose and reskill agents, resulting in increased operational efficiency and overall cost-savings. Since the initial integration, Aceyus and AWS have worked together diligently to help transform the Aceyus solution to meet the needs of all their customers, regardless of size and scale.
“After the launch of our latest cloud platform solution, Aceyus VUE on AWS, the integration of Amazon Connect was a logical next step. Fortunately, we had a partner ready to migrate from their legacy system to Amazon Connect while implementing Aceyus VUE as the necessary bridge to help scale its contact center and meet the demands of current customers,” said Ben Vesta, Chief Technology Officer of Aceyus.
Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. Now, through the integration with Amazon Connect, Aceyus customers are provided a holistic view across multiple platforms of the customer journey and access to real-time visibility and reporting capabilities across all contact center channels – including voice, web, chat, email and more – to improve customer experience and resolution time.
“At Aceyus, we have always been dedicated to evolving and working with groundbreaking platforms to provide our customers with the best solution we possibly can,” continued Vesta. “By working with AWS, we can now enhance the capabilities for contact center agents across multiple touchpoints, therefore elevating the customer experience and journey.”
“Aceyus provides visibility across one of a company’s most critical customer-facing platforms to understand customer sentiment in real-time,” said Dave Trotter, Director of SMB Sales at Amazon Web Services, Inc. “By running on AWS, Aceyus has the proven performance, security, and reliability to grow and scale their businesses. Using AWS services, Aceyus can easily meet customer demand as volumes increase and deliver increased visibility to help organizations improve customer relationships.”