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Amazon Connect IVR System Implementation Services

zeb designs and implements intelligent IVR systems using Amazon Connect to route calls efficiently, reduce agent burden, and improve customer satisfaction. Leverage natural language understanding, backend integrations, and context-aware routing to build modern self-service experiences.

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About

Design the front door to your customer experience with intelligence.

zeb’s IVR implementation services help organizations replace outdated, rigid phone trees with flexible, AI-powered IVR systems built on Amazon Connect. Whether you're starting from scratch or modernizing an existing flow, we design IVRs that reduce customer effort, accelerate resolution, and free up your agents for more complex interactions.

As an AWS Premier Tier Services Partner with the Amazon Connect Service Delivery designation, we bring experience, precision, and best practices to every IVR deployment.

What’s Included

Requirements Workshop and Use Case Design

We analyze your call volumes, customer journeys, and business priorities to map out effective IVR paths and use cases.

Natural Language and Lex Bot Integration

Implement conversational IVRs using Amazon Lex for speech-based input and menu navigation, reducing touch-tone dependency.

Backend System Integration

Connect your IVR with CRMs, ERPs, databases, and ticketing platforms to enable self-service for account lookup, appointment scheduling, order status, and more.

Fallback and Routing Strategies

Design intelligent fallback paths and escalation routes to ensure a smooth handoff to agents when needed.

Testing and Optimization

Simulate call flows, perform usability testing, and optimize prompts, latency, and completion rates to improve adoption and performance.

Documentation and Admin Training

Provide flow diagrams, prompt scripts, and training sessions so your team can manage and update IVRs independently over time.

Why zeb?

Deep knowledge of Generative AI, Amazon Lex, Lambda, and backend data integrations

Experience across industries including finance, healthcare, and logistics

User-centric IVR designs that balance automation with empathy

Let zeb help you build an IVR system that customers actually want to use.

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