Tag: Amazon Connect Customer Profiles

Introduction Contact center teams are increasingly motivated to communicate with customers to address potential issues before they arise. By anticipating and meeting customer needs proactively, organizations aim to improve customer loyalty and ultimately increase revenue by preventing customer dissatisfaction and churn. But, to be effective, proactive communication needs to be personalized, engaging, and connected across […]

Introduction Amazon Connect Customer Profiles helps companies deliver faster and personalized customer service in contact centers. This is achieved by providing agents and automated experiences (e.g., IVR) instant access to customer information without the latency and costs of integrating data from multiple systems (SaaS apps, databases, etc). Companies can bring data from over eighty application […]

Introduction In this blog post, CSC Generation Holdings, Inc. (CSC Generation) shares why it moved to Amazon Connect to support customer service operations across its multiple brands. CSC Generation is a multi-brand technology platform that helps retailers such as One Kings Lane and Sur La Table transform into high-performing, digital-first brands. These retailers’ primary customers […]

Often, contact center agents need to handle complex issues that require multiple interactions, research, and detailed tracking and notation of next steps and status. For example, IT organizations need to be able to track troubleshooting steps, milestones, actions taken, and results of actions. Case management tools provide a solution that consolidates history of a specific […]

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 […]

Contact center agents are often forced to toggle between multiple applications to search for information they need to resolve customer issues. Amazon Connect Customer Profiles automatically consolidates customer information from multiple applications and uses this information to establish a unified customer profile that it delivers to your contact center agent as soon as a support […]

Today, customers expect companies to engage with them in a highly relevant and personalized way, regardless of channel. Companies have different customer records for the same end-customer across different channels and lines of businesses. These customer records do not have a unique identifier to unify the data. Even if the unique identifiers exist, they are […]