Symbee Contact Center as a Service (CCaaS)

Symbee is a company that specializes in providing low code/no code commercial products specifically designed for Amazon Connect, a cloud-based contact center service from Amazon Web Services (AWS). The company is dedicated to helping clients accelerate their roadmap and deploy innovative solutions efficiently while alleviating the DevOps workload typically associated with such tasks. Symbee's central mission is to empower businesses to create positive engagements and lasting relationships with their customers through technology solutions that are both intuitive and easily manageable. With a team boasting over 60 years of combined experience in contact center solutions, Symbee has a profound understanding of both legacy contact center systems and the modern landscape of Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS).

Symbee offers an array of products centered around enhancing the Amazon Connect experience. One of their flagship offerings, Symbee Connect Business Intelligence (SCBI), provides advanced data transformation and business intelligence tools, featuring real-time KPIs, historical insights, and powerful visualizations via Amazon QuickSight. Symbee also delivers comprehensive reporting and analytics through its partnership with Aceyus, ensuring robust, real-time, and historical data is readily accessible and configurable. Another significant product is Symbee Optimize, a Workforce Engagement Management (WEM) solution tailored for Amazon Connect that allows organizations to effectively manage and evaluate agent performance without needing additional, costly WEM tools. These products make it easier for businesses to leverage data, manage performance, and ultimately improve customer satisfaction and operational efficiency.

Symbee offers an enterprise contact center solution tailored for integration with Amazon Connect and other AWS services. The software is designed to be a low-code/no-code solution, reducing the DevOps workload for customers and accelerating deployment and innovation.

Key features include:

- **Unified Communications and Omnichannel Capabilities**: Supports voice, chat, email, and integrates seamlessly with AWS services like Amazon Connect and Chime SDK.

- **Conversational AI**: Includes sophisticated voice and chat conversational AI capabilities.

- **Voice and Text-to-Speech**: Supports both inbound and outbound voice interactions, with text-to-speech available in 96 voices across 34 languages.

- **Speech Recognition and Biometrics**: High-quality speech recognition and voice biometrics for enhanced security and user experience.

- **Skills-Based Routing**: Ensures that calls are directed to the most appropriately skilled agents.

- **Drag and Drop Callflow Designer**: Easy-to-use interface for designing call flows without needing extensive coding knowledge.

- **Call Recording and Analytics**: 100% call recording capability and comprehensive analytics, including real-time and historical reporting.

- **Direct User Calling and Web Chat**: Facilitates direct user calling and includes an easy-to-implement web chat feature.

- **Preview Campaigns**: Allows for the creation and management of outbound preview campaigns.

- **Agent Tools**: Features like direct agent-to-agent calling, extension calling, callbacks, emergency calling, voicemail, and area-specific routing.

- **Data Access**: Provides access to data without costly APIs, enhancing the ability to gather and utilize customer data effectively.

Symbee also offers professional services focused on customer engagement and contact center strategy, boasting integration expertise across various platforms like Salesforce, SAP, Avaya, and Cisco. Their analytics solution, developed in partnership with Aceyus, emphasizes robust reporting functionalities to handle the limitations of native Amazon Connect reports.

The articles provided do not contain detailed information about the pricing plans offered by symbee.co for its products or services.

Symbee provides software and services in the contact center space, particularly through integration with Amazon Connect. One of their notable customers is **Spokeo**. Spokeo is a people search service that leverages Symbee's solutions to enhance their customer engagement and service efficiency.