AWS Contact Center

Introduction Customers expect multiple channel options when contacting customer service departments. Amazon Alexa smart speakers have become increasingly popular in households globally. Contact center innovators can exceed customer expectations by enabling Alexa as an additional channel with Amazon Connect. Adding Alexa as a channel will provide customers with additional choice and convenience, resulting in a […]

Amazon Connect has an amazing lineup at re:Invent this year, with over 30 sessions spanning Business Applications, Industry, and Partner tracks! With new launches, leadership sessions, breakouts, workshops, and an in-person customer reception, there will be something to do for everyone. Here is a guide to help you build your agenda and get the most […]

Introduction Contact center managers are always looking for ways to reduce the time callers spend in a queue waiting for available agents. Providing a callback option significantly improves the customer experience and optimizes the operational costs of your contact center. Callback capabilities are offered natively with Amazon Connect. Callers leave their phone number so the […]

Introduction Amazon Connect Cases allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. As an organization, it becomes important to define performance metrics for resolving cases and identifying any bottlenecks. Amazon Connect supports Cases events streams which provide you with near real-time updates […]

Introduction Organizations want contact center reporting and analytic capabilities for agents’ activities. This enables them to manage agent staffing and optimizing the contact center work force operations. Contact center platforms with limited integration capability make it challenging to generate custom reports and perform advanced agent activity analytics. Amazon Connect agent event streams are Amazon Kinesis […]

Introduction Organizations today strive to provide increasingly personalized customer journeys. For example, up-selling new products based on history of interest in related products. Data collection drives the ability for businesses to personalize – data is valuable and the more collected, the more impact a personalized experience can have. Businesses must be able however to balance […]

Single sign-on (SSO) enables users to access multiple applications securely via a single ID and password. This reduces the headache of remembering multiple username and passwords for users in an organization. Contact Centers are no different and the ability to utilize SSO for contact center applications is a common requirement. Amazon Connect support’s identity federation […]

Introduction A prior understanding of customers’ journey and their engagement with a business is essential for contact center agents to deliver personalized customer service experience. Businesses want to improve their customer satisfaction scores (CSAT). To do so, they need to equip their agents and automated experiences with information about customers, e.g., previous transactions and call […]

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2022 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Visionary for the third consecutive year. We believe this placement speaks to the innovative contact center capabilities AWS is offering customers […]

Today’s end-user expects speedy and personalized customer service and does not wish to spend time waiting on a call while an agent is searching for information about the case. When customer service agents need access to information to assist a customer, they lose time trying to navigate various data sources in silos: frequently asked questions, […]