Information Exclusively for AWS Account Executives

PulseCX: Unlock Call Center Data using AWS

PulseCX integrates into any contact center (Genesys, Cisco, Nice, Talkdesk, Avaya, Connect, etc.) and carefully analyzes customer conversations to inform customers about the latest trends and opportunities.  Today, contact centers only sample 1-2% of their customer interactions which means its impossible to deliver great service.  With PulseCX, they get 100% visibility and actionable insights that improve customer service, increase revenue and reduce customer churn.
 
Utilizing the power of Amazon Bedrock and several Anthropic LLMs, we extract valuable insights from customer interactions and deliver them in clear, easy-to-understand dashboards.  Our customers can uncover performance trends, top customer issues, and other important business indicators they've never had access to before.  AWS AMs can generate revenue with Amazon GenAI services. 
 
Top use cases for AWS AMs:
  • Win AWS GenAI inside competitive CCaaS:  AWS AM talks to customer with competitive CCaaS (IE: Cisco, Avaya, NICE, TalkDesk, etc), 80% of the time the contract renewal is 1+ years out.  Instead of leaving, introduce PulseCX and get a GenAI win which positions Amazon Connect for future migration.
  • Improve Connect Migrations: Most Connect migrations are lift and shift.  Why is that bad?  Customers get same results.  Run PulseCX during the Assessment phase and execute a transform and migrate to Amazon Connect resulting in happier, referenceable customers. 
  • Turn on Contact Lens (now called conversation analytics) in existing Amazon Connect customer:  According to Amazon Connect team, less than 30% of Amazon Connect customers turn on Contact Lens.  PulseCX integrates to Contact Lens, leverages the best of Contact Lens and extends to do so much more for business users.  
  • Amazon Connect customer is using Contact Lens (now customer analytics), use PulseCX to capture more channels:  If Amazon Connect customer is using Contact Lens, your customer likely has email going through Salesforce, or an AI chatbot through Intercom.  PulseCX can bring all those channels into one pane of glass that uses Amazon GenAI to provide the only comprehensive performance view that Contact Center has ever had.  
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SparkCX drives Amazon Connect Adoption

We are another distribution channel for you that is simple, quick, and will delight your customers.
SparkCX founders are AWS alumni who built PulseCX to demonstrate the power of AWS and AWS GenAI solutions to position Amazon Connect as the future CCaaS for every Contact Center. 
 
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Greenfield

Greenfield sellers don't have support from Amazon Connect specialty sellers. Bring in PulseCX and we'll make sure they migrate to Amazon Connect when their current contracts are up for renewal.

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Easy to Sell

PulseCx is live in AWS Marketplace. Deal sizes range from $200k - $1M+ ARR. Get an easy Amazon GenAI win inside your customers. Sales cycles average 90-120 days.

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No Contact Center Selling experience needed

AWS AMs are rarely contact center sellers. You can identify an opportunity to bring in PulseCX in a 30 minute conversation with a business leader. Every customer has the problem we solve.

AWS qualified
AWS qualified

AWS Certified

PulseCX is AWS Qualified Software certified and has therefore passed the AWS Foundational Technical Review (FTR).

FAQs for Amazon AMs and Connect Specialists

1. How is PulseCX priced for customers?  Being AWS alumni, the founders of SparkCX chose consumpion based pricing.   For non-Connect customers, we charge on a per minute basis.  For Amazon Connect customers, we charge on a per call basis.  This saves customer 40-50% on their PulseCX costs, which provides another compelling reason to migrate to Connect.  

2. How is PulseCX different from Amazon Contact Lens (now customer analytics)?  PulseCX integrates into Amazon Contact Lens and extends the great things it does to do so much more for business users.  Business users struggle to get all the value they want from Contact Lens.  PulseCX is designed to be used and managed by business users, no IT needed.  Additionally, every contact center tech stack has multiple technologies that Contact Lens can't integrate to (AI chatbots, AI voice agents, ticketing systems, etc.).  PulseCX is a 100% AWS, GenAI platform that can bring all this data into a single pane of glass for business users.  

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FAQs for AWS Solution Architects (SAs)

1. How do you secure our customer's customer data in PulseCX?  Security is job zero at SparkCX.  The first thing we do is we redact all PII data from both the audio file and the transcript using AWS Transcribe.  This insures we have no actual customer data in our systems.  Additionally, all our data is encrypted in transit and at rest. 

2. How do you ensure our customer data doesn't become training data for your LLMs?  We use Amazon Bedrock of course!  Bedrock enables us secure access to many different LLMs from many different labs.  We invoke the LLMs we've tested and selected to come to our customer data and do work.  Our customer data never leaves our AWS environment. 

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Sample Prospect Email

Our partner, SparkCX,  is looking for a select group of customers to perform a Proof of Concept on their conversational intelligence solution and provide feedback.  There's no cost to participate, and you'll gain early access to this innovative tool and have the opportunity to:
  • Gain valuable insights into your customer conversations by identifying trends, understanding customer sentiment, and improving your overall customer experience.
  • Shape the future of Conversational Intelligence
  • Become a Conversational Intelligence thought leader
If you're interested, let’s discuss the program in more detail and answer any questions you may have.

Need a Pricing Estimate?

GenAI use at Contact Centers 

"When it came to the impact of generative artificial intelligence (GenAI) use at contact centers in 2024, the majority of those currently using GenAI stated that it had helped to improve customer effort scores.
 
Respondents who were currently using GenAI scored 15 percent higher when it came to agent productivity."
 
Statista Research Department,  Aug 30, 2024
GenAI

Identifying a Prospect

We are always here to help, but here are some basics when talking to prospects.
  1. What is your contact center platform (Cisco, Avaya, Genesys, Talkdesk, etc)
  2. How many calls a year do you receive (>10k is ideal)
  3. Do you know what's happening on these calls? For example:
    • Why are they calling?
    • Does the customer leave the call happy with a resolution?
    • Is your agent using the call script successfully?
  4. Would you be interested in providing analytics to the business to help improve the customer and agent experience?
AWS
  1. Click the Contact Us button above.
  2. Our Sales team will contact you in less than 2 hours.
  3. We'll schedule a call in less than 48 hours to put a strategy in place to get you a GenAI win inside your customer.  
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  • Free 4-week proof-of-concept
  • $15k PoC funding
  • 2 weeks to build and test the connector OR Upload .wav files from contact center to secure S3 bucket
  • 4 weeks ingesting phone calls
  • Report out to customer
  • Close deal thru AWS Marketplace and go live within 60 mins
AWS (2)