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Connecting UiPath Automation to Amazon Connect

Solution

Solution

Updated: October 19th, 2020

Published: June 9th, 2020

Downloads: 20

Industry: cross-industry

Connecting UiPath Automation to Amazon Connect

Solution

Summary: 

The UiPath Enterprise Platform connects Amazon Connect to any system, including those not previously accessible via Amazon Connect.

IVR (“Interactive Voice Response”) systems are often the first point of contact for customers as part of an enterprise’s contact care system. Unfortunately, IVRs often fall short on the promise of providing “self-service” solutions for customers as IVRs are only capable of connecting to systems that are accessible via API, which even when available can be expensive to implement such solutions.

With UiPath’s Robotic Process Automation (RPA) platform, Amazon Connect can be connected to any system via RPA, drastically expanding IVR fulfillment capabilities to gather information and perform actions across a plethora of systems from on-prem mainframes to cloud-based web services. Increasing the success rate of customer requests being fulfilled by the self-service IVR frees your contact center agents up to work on more complex customer issues. The results? Improved customer and employee experiences, enhanced accuracy, reduced Average Handling Time (“AHT”), and acceleration of your digital transformation initiatives, resulting in a rapid return on investment.

UiPath is a Select Tier Technology Partner of the AWS Partner Network. Learn more about the UiPath-AWS Partnership.

The UiPath Enterprise Platform connects Amazon Connect to any system, including those not previously accessible via Amazon Connect. This enables a zero-touch, fully automated contact center solution and complete customer self-service, freeing up agents to work on more complex customer issues.​ This integration services all regions where Amazon Connect is available globally across Americas, EMEA, and APAC.

Details

Benefits

- Empower agents to focus on complex issues: the UiPath integration with Amazon Connect increases request fulfillment success rates in the self-service IVR, freeing contact center agents to work on more complex customer issues.​
- Improve customer & employee satisfaction: With UiPath and Amazon Connect, customers and employee requests are resolved quickly, thereby boosting CSAT and NPS.​

Compatibility

Developed with UiPath Orchestrator / UiPath Automation Cloud and Studio 20.4

Dependencies

Amazon Connect, Node.js, AWS CLI

Resources

- User Guide.pdf