AWS Contact Center

When a customer contacts your contact center, understanding their context is key to providing a great experience. To help you deliver more efficient and personalized customer service, Amazon Connect Customer Profiles helps you create a unified view of a customer’s profile with the most up to date information, to provide more personalized customer service. With […]

Automate agent workflows with Salesforce CTI Adapter CTI Flows Many applications offer the ability to automate the agent workflows, however, this is an esoteric task that requires specialized coding skills. Starting with version 5, the Amazon Connect CTI Adapter for Salesforce introduced the concept of CTI flows. CTI flows is a graphical user interface similar to […]

At this time last year, AWS saw more than 5,000 new cloud-based contact centers spring up to deal with the fallout of the COVID-19 pandemic. Customers chose Amazon Connect because it is easy to set up, use, and scale. One of those customers was the Government of Canada, launching a cloud-based call center for its […]

Amazon Connect, an easy to use contact center service, allows contact center managers to build contact flows in a single user interface. Typically, contact centers have more than one contact flow that serve a number of different purposes. However, there are often cases in which certain aspects of one contact flow must be replicated in […]

Contact center administrators managing skills-based routing profiles often struggle to keep up with rapidly changing business requirements. New queues, labeled as skills traditionally, are required to meet changing routing and reporting needs. Adding or updating queues, associating or disassociating quick connects, and updating hours of operation for queues are some of the most frequently performed […]

Contact centers are commonly seen as cost centers—and have evolved over the last few years into multichannel customer service platforms that also drive service and sales. Organizations try to optimize the costs of running contact centers down to fractions of percentage points. The largest expense is usually human cost, a blend of employee salaries and […]

Did you know that chat adoption in customer experience (CX) programs grew by 209% between 2012 and 2020? Aberdeen’s January 2012 CX study shows that only 33% of firms were using chat in their CX programs as of 2012. According to Aberdeen’s 2020 CX survey, that has increased to 69% of all organizations — more […]

Customer trust depends on the ability to consistently prove to your customers that they can rely on your brand, products, and people. Every engagement with your customers is a chance to build or break trust. That journey is a bumpy road. So, how do you build customer trust and ensure that it withstands time? After […]

While on a call, contact center agents often switch between multiple applications to search for the information they need to solve customer issues. This can mean toggling between up to 10 different applications, from their custom agent application to Customer Relationship Management (CRM). To address this problem, some companies invest in complex integrations that stitch […]

Customers engage with businesses using a multitude of contact channels like voice, messaging, web, and social media. Each interaction includes customer identification, verification, and understanding the intent. This is followed by servicing the contact intent using either automated or live assistance. The primary customer need is expedited assistance to resolve the reason for the contact. […]