AWS Contact Center

With Amazon Connect, contact center agents can either use the Contact Control Panel (CCP) soft phone or send calls to a desk phone (a PSTN or mobile number) when answering calls. Sending a call to the desk phone is considered an outbound call from Amazon Connect and comes with additional cost.  If there are a […]

There are many situations where the activities you are running on a daily basis require queuing and prioritization so that you can optimize time spent by your employees by tracking their tasks. For example, nearly half of the time of nurses at a medical laboratory is spent on follow-up tasks in external applications and these […]

Providing great customer service is a key business differentiator in today’s highly competitive world in which we live. Typically, businesses measure customer satisfaction (CSAT) with post call surveys and reviewing of call recordings, both of which have their own associated challenges. CSAT surveys typically suffer from low response rates, can be subject to bias and […]

At the end of an interaction with a customer, agents have to create follow-up work items with other teams in order to provide the best end to end customer experience. Some examples include customer requests to mail specific product or services brochures, mailing a physical copy of a maintenance contract the customer has agreed on […]

Single sign-on (SSO) is an authentication mechanism that allows users to access multiple applications securely with a single set of credentials. Users no longer need to remember multiple usernames and passwords, allowing them to maintain a singular experience for authenticating into multiple applications. Contact Centers applications are no different and require the ability to utilize […]

Agents are a core part of a contact centre. At peak times, they manage long queues and look through multiple systems for the information requested by their customers. During a call, agents may need to reconfirm information with the customer that they already gave in the Interactive Voice Response (IVR) system. This may include the […]

Contact center managers must often add and remove agents quickly, or manage agents as a group. The ability to do so efficiently and in bulk is essential to the timely management of contact center agents. Amazon Connect currently offers methods to perform bulk user (agent) creation and bulk user updates within the User Management functions […]

A contact center has a large amount of valuable customer data that supervisors and quality assurance managers can use to easily understand the sentiment, trends, and compliance risks of customer conversations. These insights allow companies to effectively train agents, replicate successful interactions, and identify important customer feedback. This said, many companies find it difficult to […]

In the contact center world, agents frequently transfer calls, whether it is because the customer is routed to the incorrect department, or the customer’s situation requires an escalation. In some of these cases, the contact information collected by the first agent is not always available when a second agent or supervisor is talking to the […]

At the beginning of an interaction, contact center agents often spend time navigating between duplicate customer profiles across CRM, marketing, billing, shipping and ticketing systems. While the agent is finding the most accurate customer profile, the customer is waiting on a hold resulting in poor customer experience. As per a report by Experian, as many […]