PROBLEM × SOLUTION
Five pains. Five capabilities.
Side by side.
Service operations stuck on legacy contracts pay three times for the same problem: per-seat licensing, AI as an add-on, and a roadmap throttled by the vendor. BlueConnect answers each one with a direct capability, in the same order and with the same weight.
WHAT HURTS TODAY
WHAT BLUECONNECT DOES
High TCO and incumbent lock-in
Genesys, Avaya, NICE: long contracts, per-seat licensing, expensive evolution. Cost scales with the operation, not with the outcome.
AI as an expensive black-box add-on
Self-service and automation are extra modules, billed by opaque consumption, with models that don't explain their decisions.
Roadmap throttled by the vendor
Any change to service depends on the vendor's queue. By the time your turn arrives, the business window has closed.
Migration that scares the operation
Switching contact centers brings risk: SLA, CRM integration, training. It becomes a 12-month project before it becomes a result.
Service without an auditable trail
Why was that question routed that way? Why was that conversation escalated? The answer lives in someone's memory, not in the system.
Amazon Connect in your AWS account
A cloud-native stack running inside your account. No per-seat license: you pay for consumption, and consumption tracks real traffic.
BlueMetrics' proprietary GenAI layer
Self-service, agent assist, and conversational analytics built on AWS Bedrock. Native AI, not bolt-on.
Open stack, evolution under your control
Contact Lens, Q in Connect, your own models: you choose what to activate and when. The roadmap is yours, not the vendor's.
Phased migration with a 6-8 week pilot
The first flow (usually collections or inbound support) goes live in parallel with the current operation. Full migration moves on evidence, not faith.
Auditable White Box AI by design
Every routing decision, every self-service answer, every quality flag, with the reason, source, and model version recorded.
USE CASES
Where BlueConnect lands first.
Four fronts where the pack shows up first in fintechs, finance companies, and collection operations across the current beachhead.
01
Customer support
High-volume inbound with automated self-service and real-time agent assist.
02
Collections
Intelligent dialing, a voicebot for early stages, a human agent for negotiation. All on the same platform.
03
Sales and qualification
The voicebot pre-qualifies the lead and hands off to the rep with context ready. No double dialing, no lost thread.
04
Scheduling and relationship
Appointment confirmation, payment reminders, rescheduling. Small in volume, large in margin.
TYPICAL IMPACT
The numbers the pack
tends to deliver.
Ranges observed in Financial/Fintech beachhead operations. They vary by journey and process maturity.
ARCHITECTURE
Four technical capabilities.
One platform.
The Amazon Connect stack extended by BlueMetrics' proprietary generative AI layer. All inside your AWS account, with no third-party vendor dependency.
Routing
Skill-based, intent-based, sentiment-aware. The call reaches the right queue before a human picks up.
- intent recognition in the IVR
- live sentiment
- dynamic priority
live preview
Routing
Self-service
AI IVR, voicebot, and omnichannel chatbot: resolving what can be resolved, transferring the rest with context.
- generative IVR
- natural voicebot
- context-aware handoff
live preview
Self-service
Agent assist
Next best action, real-time summarization, knowledge base at the agent's fingertips.
- live summary
- Q in Connect
- recommended action
live preview
Agent assist
Analytics
Sentiment, contact reason, leakage, quality. In real time and in batch.
- Contact Lens
- compliance recording
- automated QA
live preview
Analytics
HOW IT WORKS IN RUNTIME
From call to record, on one platform.
Customer arrives
voice, chat, email, or WhatsApp. Intelligent routing decides the queue.
AI answers or pre-qualifies
self-service for what the system knows; handoff to a human for what they solve better.
Agent joins with a copilot
summary, policy, and next best action on screen. Standardized service.
Post-call ships as data
transcript, sentiment, reason, recommendation. CRM updated, dashboard fed.
ENGAGEMENT
Three phases.
Gradual entry, clear cycle.
This isn't an investment table, it's the project journey. It starts small with a single flow and expands when the evidence shows up.
Pilot
6-8 weeks
1 flow (collections or inbound support), 1 channel, integration with the primary CRM, baseline metrics.
Growth
8-12 weeks
Multiple flows, omnichannel live, automated quality, agent assist in production.
Operation
Recurring
Contracted SLA, model evolution, new use cases, continuous optimization of cost per contact.
FOR WHOM
TECH STACK
Built on recognized foundations.
Amazon Connect
Cloud-native contact center, no per-seat license. Running in your AWS account.
AWS Bedrock + Q in Connect
A generative AI layer for self-service, voicebot, and agent assist, proprietary to BlueMetrics.
Contact Lens
Real-time and batch conversational analysis: sentiment, reason, quality, compliance.
COVERAGE
What activates first.
The pack's native capabilities that typically land in pilot and growth scope. Additional use cases come in through configuration or a proprietary model.
Service
- AI IVR
- Voicebot
- Omnichannel chatbot
- Agent assist
- Automatic handoff
Intelligence
- Intent recognition
- Sentiment analysis
- Live summarization
- Response generation
- Next best action
Quality
- Contact Lens
- Speech-to-text
- Compliance recording
- Automated QA
- Sentiment trend
Management
- Real-time dashboards
- SLA tracking
- Traffic forecasting
- Schedule adherence
- Cost per contact
CLIENTS USING IT TODAY
In production across the Financial beachhead.
cases publishable soon
BlueConnect debuts in fintechs and finance companies with Genesys, Avaya, or NICE renewals coming due. In conversations under NDA with collections and customer support operations of 30+ seats.
Talk to our team ›FREQUENTLY ASKED
FAQ
In parallel, flow by flow. The pilot brings up a single case, usually collections or inbound support, in 6-8 weeks alongside the current operation. When the KPI validates, traffic for that flow migrates. The other flows follow the same pattern until the legacy stack becomes optional.
The BlueConnect operation lives in your AWS account, which is how the pack is designed. To integrate with a legacy PBX during the transition, we use SIP trunking and routing connectors. Fully on-prem environments outside AWS fall out of scope: in that case, the conversation moves to Custom Projects.
Consumption-based, not per seat. You pay for what you use of Amazon Connect (minutes, messages, transcription) plus BlueMetrics' GenAI layer. No agent minimums, no captive annual renewals.
Every decision (route, intent, answer, handoff) is recorded with the reason, the input data, and the retrieved source. The log runs in your AWS account, under your retention policy. For BACEN or LGPD, we attach the evidence the operation's policy requires.
Native compliance: opt-in recording by consent, configurable retention, sensitive-data masking in transcripts, per-tenant isolation. The controls live in your IAM and your VPC.
6-8 weeks in the pilot, with clear KPIs from the first week of operation. Pilot scope is a single journey, usually early-stage collections or inbound support, so you get quick evidence without exposing the operation to full-replacement risk.
BEYOND THE PACK
Operation outside AWS or a heterogeneous
multi-vendor setup? Calls for a custom project.
When the problem falls outside the Amazon Connect + AWS beachhead, Custom Projects take over: open scope, a senior multidisciplinary team, the same engineering standard.