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For contact centers, the pressure to deliver exceptional customer experiences is felt every day — in wait times, dropped calls, and agents without the data they need to perform. TASKE Contact for Amazon Connect was built to change that.
Three Decades of Contact Center Experience, Now on AWS
For over 30 years, TASKE has focused exclusively on contact center solutions across the Avaya and Cisco ecosystems. Partnering with AWS was a natural evolution — Amazon Connect’s robust, scalable architecture aligns directly with TASKE’s mission to simplify and improve complex omnichannel contact center operations, combining operational intelligence with actionable analytics to help organizations continuously optimize performance rather than just monitor it.
Why TASKE Contact?
TASKE Contact addresses specific pain points in the customer service process — using advanced analytics and simplified workflows to enhance operational efficiency and deliver exceptional customer experience. It’s powered by a team with deep industry knowledge and contact center expertise that drives continuous innovation and customer satisfaction.
“Since implementing TASKE Contact, our call center has significantly improved efficiency and customer satisfaction. The real-time monitoring features have enabled us to quickly identify and address issues, resulting in shorter wait times and happier customers.” — John D., Call Center Manager
The Power of TASKE Contact
Real time Analytics
TASKE Contact provides real-time monitoring and analytics, empowering teams to track key metrics including call volume and agent performance. Engineered to deliver sub-five-second response times, TASKE Contact ensures your team always has current data when it matters most.
Historical Analytics and Reporting
TASKE Contact lets supervisors generate and review over 150 historic reports to analyze all facets of their Amazon Connect contact center performance, including agent performance and queue data down to 15-minute intervals.Reports can be shared online or exported to common formats, making it easy to review past performance, spot trends, and plan for future demand.
Omnichannel Customer Experiences
TASKE Contact integrates with multiple communication channels — voice, chat, and email – to deliver seamless, consistent customer experiences across every touchpoint.
Amazon Lex Bot Monitoring
TASKE Contact provides built-in reporting tools and dashboards with Amazon Lex integration, enabling enhanced chatbot analytics and deeper insight into customer interactions and automated conversation performance.
Replay Events
Replay lets supervisors rewind any interaction and review it exactly as it unfolded in real time — giving teams the context they need to coach agents, resolve disputes, and understand exactly what happened on any call.
Contact Flow Visualizer
The Contact Flow Visualizer maps customer workflows and journeys end-to-end, combining interaction data with sentiment analysis to surface friction points and improvement opportunities.
Real-World Impact: Automating Customer Inquiries
TASKE helped a financial services customer identify that 40% of their inbound calls were routine status update requests. By automating those inquiries through a front-end solution, agents were freed to focus on complex issues — reducing wait times and measurably improving efficiency across the contact center.
Deep AWS Integration
TASKE Contact integrates with Amazon Kinesis Streams to pull diverse data — including Amazon Connect CTR, agent streams, flow logs, and contact event streams — into a single unified dashboard. This enables the kind of data aggregation and cross-stream analytics that drive real strategic decisions, not just operational reports.
A Strategic Partner, Not Just a Tool
TASKE Contact scales with your business — whether you’re optimizing current operations or building toward future demands. From streamlining data integration to enhancing real-time analytics, it gives your contact center the visibility and intelligence to operate at its best.
Ready to see it in action? Visit https://www.taske.com/live-demonstration.php to schedule a personalized demo.