Amazon Connect & Ventrica
At Ventrica, we harness Amazon Connect to deliver agile, AI-powered contact centre experiences—seamlessly blending smart automation, rich analytics, and natural conversations that drive performance, loyalty, and meaningful customer outcomes.
Reimagining contact centres with intelligent cloud technology and human-first design
Ventrica partners with Amazon Connect to offer truly agile, cloud-based contact centre solutions that adapt with your business. Built on the powerful infrastructure of AWS, Amazon Connect provides a scalable, flexible platform that we integrate seamlessly into your customer experience ecosystem.
Whether you’re moving away from legacy systems or launching a new digital-first support model, our experts design and deploy Amazon Connect with one goal in mind: elevating every interaction. With real-time analytics, AI-powered routing and natural voice experiences, Amazon Connect enables smarter customer journeys – while Ventrica adds the human touch that keeps customers coming back.
Together, we deliver a contact centre experience that’s intuitive, intelligent, and emotionally engaging.
Rebuilding CX from the cloud: Amazon Connect + Ventrica in action
Why we partner with Amazon Connect
At Ventrica, we exist to design CX operations that are both emotionally intelligent and operationally agile. Amazon Connect provides the technical foundation to deliver on that vision – offering a cloud-based, highly configurable contact centre platform that’s built for scale, speed, and transformation.
Its native integration with AWS services (like Amazon Lex for NLP and Contact Lens for real-time analytics) makes it ideal for brands ready to automate without losing empathy, or expand without introducing complexity. It empowers our teams to build support experiences that respond to customer needs dynamically and intelligently.
We partnered with Amazon Connect because it delivers what modern service leaders want most: cost control, adaptability, speed-to-value, and better customer outcomes.
How we work together
Amazon Connect becomes even more powerful in the hands of Ventrica. Through our CXaaS Partner solution, we design, deploy and optimise the platform in a way that aligns with your specific CX strategy, operating model, and customer journeys.
We act as an extension of your service and IT teams – helping you move from strategy to launch to optimisation with minimal disruption. From intelligent routing to multilingual agent services, we deliver Amazon Connect environments that are technically robust and emotionally intelligent.
Our services include:
- Ongoing support, evolution and consultancy
- Full implementation and configuration of Amazon Connect
- Natural language IVR and smart self-service with Amazon Lex
- Contact Lens setup for sentiment tracking and QA
- Custom CRM and knowledge system integrations
- Real-time analytics and proactive support strategies
- Multilingual outsourcing and agent enablement
What we deliver
Scalable service that adapts in real-time
Amazon Connect allows us to instantly flex your support operation with volume spikes, new markets or service changes.
Reduces cost and increases agility.
Conversational voice automation
With Amazon Lex, we create voice-first self-service journeys that resolve high-frequency queries naturally and efficiently.
Keeps escalation paths open and human.
Intelligent automationSmarter routing, smarter support
We design data-driven call flows and skill-based routing strategies.
Ensures every customer gets the right help, at the right time, from the right person.
Customer insight at your fingertips
Contact Lens provides real-time sentiment analysis, keyword detection, and call scoring.
Empowers leaders to coach smarter and act faster.
Customer sentiment analysisOmnichannel experience orchestration
From chat to SMS to voice, Amazon Connect centralises your service delivery across touchpoints.
Designed and optimised by Ventrica to maintain consistency and empathy.
Omnichannel customer experiencesCloud-native resilience and compliance
Built on AWS, ready for regulated sectors and fast-growth disruptors alike.
Amazon Connect gives our clients enterprise-grade availability, global scale, and full data security.
Multilingual contact centreAmazon Connect + Ventrica delivers contact centre agility with a human-first focus. Let’s design a support model that grows with you
Scale support, not costs with Contact Centre as a Service (CCaaS)
Tired of costly customer service systems? CCaaS is a cloud solution that scales with your business, offering omnichannel support and real-time updates. Pay only for what you need.
Strategic benefits of outsourcing your contact centre & customer experience
Managing customer interactions is challenging. Many businesses outsource contact centres to specialists, ensuring expertise in customer experience and operations.
Compliance, risk and best practice in contact centres
Contact centre compliance is complex—but with the right approach, it becomes a strategic advantage. Get practical insights on turning risk into strategy in this white paper.
We are in an industry that continues to see dramatic changes, and our focus at Capital One is one of innovation and thinking like a tech company to meet those changes head-on. It’s a matter of speed, agility and meeting customers’ quickly changing needs. Amazon Connect lets us use the latest technology to enable innovative digital services that help us meet customer and employee expectations faster than ever.
Gill Haus, SVP, CIO Retail and Direct Bank, Capital One
Related solutions
CX outsourcing
Comprehensive outsourcing solutions tailored to meet complex operational needs across multiple channels.
Multilingual contact centre
Support across multiple languages to cater to diverse customer bases.
Intelligent automation
AI-driven automation solutions that reduce manual processes and improve task accuracy.
Customer sentiment analysis
Provides real-time insights into customer sentiment for data-driven decision-making.
Digital transformation
Drives innovation by integrating new digital technologies to improve CX (supported by Zendesk).
At Intuit, we often say we’re customer obsessed. To achieve this, our customer success team is critical. With the seamless integration between Amazon Connect and Salesforce, we’re unleashing the power of technology to customize the agent experience through data. We’re improving agent productivity and allowing the agents to focus on customers, not their tools, to provide the best possible customer experience.
Loren Lacy, Group Product Manager, Customer Experience Technology, Intuit
Frequently asked questions
Yes, we work with major CRM platforms such as Salesforce, Zendesk, and bespoke industry solutions to ensure smooth integration and data flow.
Yes, we offer multilingual customer service solutions, ensuring businesses can engage with global audiences in their preferred language.