Amazon Connect Accelerator - Cato
Powered by AWS. Deliver unparalleled levels of agility and insights to your contact centre agents and managers.
Cato leverages the power of Amazon Connect, combined with our cutting-edge user interface, to equip contact centre managers and agents with the tools for real-time and historical analysis, as well as enabling intra-day changes without the need for IT expertise. Delivered as a distributed SaaS application, Cato ensures customers can utilise its out-of-the-box features with the assurance that their data remains under their control.
Contact Centres generate a rich set of real-time data that is essential for both the real-time management of the contact centre and for reporting and insights to understand and improve the overall customer experience.
Real-time and Historical Dashboards
Cato delivers a comprehensive set of real-time and historical dashboards and analysis tools that are delivered out of the box. With a single application, we bring together data from multiple Amazon Connect instances and enable you to create dashboards using drag and drop pre-built widgets.
Generative AI with Amazon Quicksight
Powered by Amazon Quicksight, customers enjoy a robust set of dashboards, reporting, and GenerativeAI features that allow you to explore and visualise your data via the Cato UI to your contact centre managers, leadership, and agents.
Amazon Connect is limited to 2 years of search and playback. With Cato, we extend this capability to decades. Advanced Search is based on many dimensions such as date, time, queue, agent, sentiment, themes, and natural language transcription.
Many businesses face increasing pressure to manage the day-to-day activities of the contact centre. Being able to respond to intra-day situations and events is critical for a world-class customer experience. Cato simplifies this process by providing the business user with a modern UI that facilitates live changes to the contact centre without IT involvement. From multi-language prompt management and scheduled closures to toggling routing & business logic, Cato delivers.
AI-powered Multi-Language Prompt Management
Manage all your prompts within a modern UI that provides AI-powered real-time translations to support a multi-language contact centre. Changes are made instantly without any IT involvement. Instantly enable prompts that provide service, promotional, or emergency notifications to your customers.
Manage your contact centre's opening hours across all time zones. Schedule one-off, scheduled, and recurring closures with closure-specific prompting and multi-language support.
Use the toggle switches to emergency close a queue, building, country, or global contact centres.
Use our customisable variables to drive real-time routing and business logic changes. Some example use cases include:
- Turning on/off callback in queue
- Turning on/off post-contact surveys
- Changing % allocation for new features (Blue/Green)
- Modifying the business logic
Cato has been meticulously designed and built leveraging years of our Amazon Connect and AWS Well-Architected experience and know-how. We have adhered to best practices for security, compliance, resiliency, and availability.
Security Built In
All customers enjoy the same Cato platform and security features. Cato is rigorously tested against AWS security best practices and provides SAML authentication out of the box. Role-based access control allows you to manage who can create, read, update, and delete resources.
Mission Critical Resiliency
Cato is a distributed SaaS platform, with all your data residing in your AWS Account and the Cato UI being delivered via the AWS global cloud network. The solution has been designed to meet mission-critical resiliency levels.
- Global UI delivery with AWS's network
- Support for Amazon Connect regions
- Designed and tested for RTO and RPO at mission-critical levels
AWS Qualified Software
CX Studio has been recognised by AWS and awarded the Service Delivery Partner designation for our work and expertise with Amazon Connect. We have channelled our years of experience with Amazon Connect and contact centres into building Cato, to accelerate customer success and provide them with the tools they need out of the box. Cato has been reviewed by AWS and achieved the Qualified Software designation.
Frequently asked questions