Experience Elevation
Bricom delivers next-generation intelligent contact center solutions as an AWS Advanced Consulting Partner and Zendesk Premier Partner. Transform customer service with AI-powered automation, omnichannel engagement, and seamless Amazon Connect integration.
Intelligent Contact Center Service
Amazon Connect & Zendesk Integration | Unified Omnichannel Platform
Solution Overview: Bricom's Intelligent Contact Center seamlessly integrates Amazon Connect and Zendesk, unifying voice, chat, email, and social media channels into a single cloud-native platform. Built for enterprise scalability, our solution supports organizations from startup to global operations.
Technology Stack
Core Platform: Amazon Connect (Cloud Contact Center)
Service Management: Zendesk (Ticketing & CRM)
AI Engine: Generative AI for routing, sentiment analysis, conversation summarization
Analytics: Real-time dashboards and predictive insights
Business Value
Unified Customer View: 360° customer context across all channels
Faster Response Times: AI-powered routing reduces wait times
Improved FCR: First-contact resolution rates increase 25-40%
Operational Efficiency: Centralized management reduces agent costs
Scalability: Elastic cloud architecture grows with your business
Why Choose Bricom's Contact Center?
Seamless Omnichannel Experience
Unified voice, chat, email, social media, SMS
Consistent service quality across all touchpoints
Context preservation during channel switches
Intelligent AI Enhancement
Smart routing based on intent, sentiment, and expertise
Real-time agent assistance with knowledge base suggestions
Automated quality assurance and conversation analytics
Enterprise-Grade Reliability
99.9% SLA uptime guarantee
AWS cloud-native architecture
Global deployment with regional compliance (GDPR, PIPL)
Rapid Deployment
Cloud-based setup: Live in weeks, not months
Prebuilt integrations with leading CRM/ERP systems
Comprehensive training and change management support
Use Cases by Industry
Financial Services: Secure account inquiries, transaction verification, fraud alerts
E-commerce/Retail: Order tracking, returns processing, product recommendations
Manufacturing/B2B: Technical support, warranty management, parts ordering
Telecommunications: Plan upgrades, billing inquiries, service activations
Implementation Process
Discovery & Requirements Analysis
Architecture Design & Integration Planning
Pilot Deployment & Testing
Full Rollout & Agent Training
Continuous Optimization & Support
AI Agent Solution
Generative AI-Powered Customer Service Agents | 24/7 Autonomous Support
Solution Overview: Bricom's AI Agent Solution leverages large language models (LLMs) to deliver 24/7 intelligent, context-aware customer service. Moving beyond traditional chatbots, our AI agents understand complex intent, execute backend tasks, and seamlessly escalate to human agents when needed.
Core Capabilities
Deep Understanding & Natural Conversation
LLM-powered intent recognition and sentiment analysis
Multi-turn dialogue management with context retention
Brand-aligned tone and personality customization
Multilingual support with automatic translation
End-to-End Task Automation
Direct integration with CRM, order management, logistics, payment systems
Autonomous completion of returns, password resets, bill inquiries
Personalized product recommendations based on customer history
"One interaction, one resolution" approach
Omnichannel Deployment
Unified deployment across voice, web, mobile apps, WhatsApp, email
Consistent experience regardless of entry point
Full conversation history across all channels
Enterprise Security & Compliance
Private knowledge base integration
PII redaction and sensitive data protection
Audit trails and role-based access controls
GDPR compliant architecture
Business Impact
Reduce Support Costs: Handle 70-80% of routine inquiries autonomously
Improve Response Time: Instant 24/7 availability, no queue times
Increase CSAT: Natural conversations improve customer satisfaction by 25%+
Scale Effortlessly: Handle volume spikes without additional staffing
Continuous Learning: AI improves from every interaction
Technical Architecture
AI Models: Amazon Bedrock, Dify, FastGPT, or custom LLM integration
Knowledge Base: Private enterprise data with RAG (Retrieval-Augmented Generation)
Orchestration: Multi-step workflow engine for complex business logic
Handoff: Smart escalation to human agents with full context transfer
Use Cases
Cross-Border E-commerce: Multilingual order/shipping inquiries, 24/7 availability during peak seasons
FinTech: Secure account balance checks, transaction verification, credit card activation
Manufacturing/Hardware: Product manual integration, installation guidance, basic troubleshooting
Gaming/EdTech: Behavioral-driven offers, course renewal reminders, player/student support
Implementation Models
SaaS Rapid Start: Out-of-the-box deployment for quick ROI validation
Enterprise Custom: Integration with Amazon Bedrock, Dify, or proprietary AI platforms
Omnichannel Customer Service Solution
Deep Customization for Enterprise Complexity | Amazon Connect Platform
Solution Description: For organizations requiring deep customization, Bricom delivers fully tailored intelligent contact center platforms built on Amazon Connect. Our solution unifies voice, chat, email, and social channels with deep integration into existing CRM, ERP, ticketing, and operational databases.
Enterprise Differentiation
Highly Configurable: Independent definition of service journeys, routing strategies, data flows
Multi-Brand Support: Manage multiple brands within single platform
Global Deployment: Multi-region, multi-language support with local compliance
Advanced Analytics: Custom KPIs, predictive models, business intelligence integration
Our Partner
