Optimise Performance with AWS-Powered Workforce Management
We implement intelligent Workforce Management (WFM) solutions powered by native AWS services, including Amazon Forecast, Capacity Planning and Scheduling, to help you accurately predict demand, optimise staffing, and consistently meet service levels. With AWS-scale intelligence, you can plan with confidence.
Boost Workforce Efficiency and Engagement with Amazon Connect
Precise Forecasting
Use AI-driven forecasting models to predict contact volumes, handle times, and staffing requirements with greater accuracy. With unified data from Amazon Connect and AWS analytics services, teams can anticipate demand by interval, channel, queue, and skill group. Support confident planning all year round, including peaks and seasonal shifts.
Efficient Scheduling
Generate optimised schedules that balance service targets and employee preferences. Amazon Connect Capacity Planning and Scheduling supports smarter planning across queues and channels, helping leaders balance SLAs, create fair rosters and respond quickly to changes in demand. The result is improved coverage, better agent experience, and more predictable outcomes for customers and operations.
Performance Management
Monitor real-time activity and performance across agents, queues, and channels with KPIs tied directly to business outcomes. Using data captured in Amazon Connect and stored in AWS services, leaders gain visibility into trends, bottlenecks, and quality signals. This enables targeted coaching, better workforce decisions, and continuous improvement without relying on disconnected reports.
BYO WFM Platform
Keep your existing workforce management platform while unlocking consistent data from Amazon Connect. Integrate using AWS APIs and Connect real-time and historical feeds to support forecasting, scheduling, and performance reporting in the tools your teams already use. This reduces change impact, improves data reliability, and enables a phased approach to WFM uplift and optimisation.
We specialise exclusively in AWS and Amazon Connect AI solutions.
Every solution is built using native AWS services, so you keep full ownership, flexibility and control with no lock-in, no proprietary layers. Your organisation retains the IP and can extend and evolve your AI capabilities as needs change.
