Tag: Contact Center

Cogito Dialog provides human-aware technology to help professionals elevate their performance. With Cogito’s AI, you can instantly analyze hundreds of conversational behaviors to provide live in-call guidance combined with a real-time measure of customer experience. This post highlights the features and benefits of Cogito Dialog’s integration with Amazon Connect, and explores how the two solutions coupled together provide a powerful start-to-finish solution for your call center.

Zendesk and VoiceFoundry released the Amazon Connect app on the Zendesk Marketplace as part of a broader vision for the intelligent contact center of the future. The Amazon Connect app for Zendesk brings together a wide set of capabilities and unlocks endless possibilities for you to empower your agents and better engage your customers. By combining the powers of Amazon Connect and Zendesk, businesses can build a more intelligent contact center.

In her role leading the Worldwide Public Sector Partners and Programs team at AWS, Sandy Carter gets a firsthand look at the value and impact AWS Partners have on customers all over the world. Learn how AWS Public Sector Partners are helping customers address the needs and challenges they face today, and how the AWS Public Sector Partner Program helps organizations grow their business and focus on mission-based solutions.

Due to lockdown restrictions, the global COVID-19 pandemic brought an unprecedented challenge to small, eat-in restaurants. Learn how Margarita’s Mexican Restaurant, a family-owned eat-in based in Justin, Texas, teamed up with BizCloud Experts to implement an Amazon Connect contact center solution that transformed restaurant staff into Amazon Connect agents. Within 48 hours, Margarita’s was handling its carry out and delivery business much more efficiently.

There is a flurry of contact center solutions being brought to market, but enterprise customers often find these solutions time-consuming, cost-intensive, and difficult to implement. Learn how to integrate an Amazon Connect instance with Salesforce Service Cloud to automatically create a case in Salesforce using REST APIs and Amazon Kinesis Data Streams. This allows you to proactively handles call drops occurring for customers when they dial into a contact center solution.

APN Partners need the right training skills and knowledge to support customers’ business goals. Together, the four training courses highlighted in this post will help APN Partners deliver on digital transformation projects using AWS IoT services; help businesses take data-driven actions based on AWS Data Analytics services; migrate customer workloads to AWS; and communicate the benefits of moving customer contact centers to the AWS Cloud.

Amazon Fraud Detector is a fully managed service that makes it easy to identify potentially fraudulent online activities, such as online payment fraud and the creation of fake accounts. Learn how APN Premier Consulting Partner TCS has been integrating Amazon Fraud Detector to detect spam calls and route them efficiently using Amazon Connect. Used together, these AWS services can distinguish your genuine customers from spam or fraudulent callers.

APN Navigate is a partner’s path to specialization on AWS, guiding organizations large and small to establish fundamental building blocks that will help them become successful APN Partners. Completing APN Navigate will help partners advance through the APN tiers and prepare for the rigorous validation associated with our APN differentiation programs, such as AWS Competency, AWS Service Delivery, and AWS Managed Service Provider (MSP).

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. It’s based on the same contact center technology used by 70,000 Amazon customer service associates around the world to power millions of customer conversations. Amazon Connect Service Delivery Partners can help you identify business objectives and design contact center solutions that are optimized for cost, reliability, security, performance, and scalability.

The APN Navigate Program provides a prescriptive path for APN Partners to build a specialized practice on AWS and deploy innovative solutions on behalf of customers. We have Navigate tracks for Blockchain, Contact Center, Database Services, DevOps, End User Computing, Financial Services, High-Performance Computing, IoT, Machine Learning, Microsoft Workloads, Migration, Serverless, SAP on AWS, VMware Cloud on AWS, and the AWS Managed Service Provider (MSP) Partner Program.