AWS Contact Center

Amazon Connect Chat enables you to provide customer support through web and mobile chat. Since chat is asynchronous, your customers are able to respond at their own pace, just as they would when texting with a friend. Now, through the Amazon Connect Chat integration for Apple Business Chat, you can deliver that same convenient and […]

In a scenario when customers contact a business, understanding their journey before they reach the contact center can immensely help in delivering a personalized self-service and agent experience. Data such as their past hold times, customer sentiment or recent business transactions can go a long way in providing effective customer resolution and improving customer satisfaction […]

Contact Lens for Amazon Connect provides a set of machine learning (ML) capabilities integrated into Amazon Connect. These capabilities enable businesses to analyze call recordings for customer sentiment, trends, and compliance of conversations. Contact center supervisors want real-time insights into customer experience issues while calls are in progress to provide proactive assistance to their agents. Historically, […]

Nearly half of an agent’s time is spent away from customer calls and chats on tasks in external applications like CRMs or business-specific solutions. Often, companies assign these tasks to agents in a variety of ways, including verbal instructions, emails, and notes in the external applications. This makes it difficult to follow, track, and measure […]

To authenticate callers, contact centers often use a time-consuming process where callers have to answer multiple questions verifying their personal details, like social security number, date of birth, and mother’s maiden name. This process is costly, time-consuming, and leads to poor customer experiences. Amazon Connect Voice ID provides real-time caller authentication, which makes voice interactions […]

As businesses increasingly use digital channels for customer service, they are more regularly turning to chatbots to deliver fast, positive customer experiences while reducing costs. Whether the customer has a question about a product feature, billing issue, or product return, an interactive chatbot helps them avoid wait times and get clear answers quickly. However, many […]

Customers have had to create and maintain their agent hierarchy structure manually in Amazon Connect and keep it in sync with their internal systems of record. Every time an agent was added or removed or changed the department or location they worked at, their hierarchy settings needed to be manually changed in Connect. This was […]

Overview of the solution Corporations today can accumulate hundreds or even thousands of telephone numbers, making it difficult to keep an accurate inventory or know the treatment for each number. Sales and marketing departments can have a different number for every marketing campaign, or customer service may have numbers for every support center. Businesses want […]

Contact centers operate with ever-changing conditions related to interaction volumes, staffing, and the ability to optimize resources to address customer needs. One of the biggest challenges with achieving operational efficiency is knowing how to quickly make routing changes to adapt to emerging customer trends on a case by case basis. Historically, contact center administrators had […]

In the contact center space, there is often a need for management to invoke a temporary message that is situationally driven. Common use cases could be weather-related closures, fire alarms, or other facility issues. During these incidents contact center management wants to enable customers to hear up to date information on extended wait times and […]