With TCS RemacX, you can integrate the email channel with an agent desktop powered by Amazon Connect. TCS RemacX is an intuitive cloud-based omnichannel agent customer experience collaboration space powered by Amazon Connect, providing call context while leveraging AI to assist agents in first contact resolution. It adheres to an established SLA that the contact center supervisors can oversee and maintain.
Atlassian Confluence lets you create, capture, and collaborate on projects or ideas while creating and sharing knowledge articles with your colleague and organization. Learn how to use an AWS Lambda function to customize Amazon CloudWatch alarm notifications and embed an Atlassian Confluence knowledge article within it. We’ll also explore the option to build a pipeline to carry the metrics notification from source instance to CloudWatch and Amazon SNS.
With the contact center and customer experience industry evolving rapidly, more businesses are seeing the benefits of investing in innovative solutions, like Amazon Connect, to streamline their systems. We’re excited to announce the Amazon Connect Ready specialization to support seamless customer engagement across multiple channels; improve employee productivity through enhanced data collection; and provide analytics, insights, and optimization dashboards.
Contact center agents operate under vast pressure to find quick customer service solutions—yet they often lack the tools to do so. The IBM Consulting Contact Center Modernization (CCM) solution with Amazon Connect is an intuitive, omnichannel cloud platform that addresses complex and costly issues faced by businesses. By leveraging speed and operational efficiency, and by delivering exceptional customer experiences, IBM Consulting CCM enables brands to jump-start their journey towards success.
Customers expect contact center agents to provide them with guided digital support and collaboration when they fill out an online form or perform complex transactions on the website. Explore a deployment scenario where Amazon Connect, integrated with Salesforce Service Cloud, powers the voice interactions while eGain’s Cobrowse console allows agents to offer cobrowsing capabilities to agents. Get details about the functionality provided by this integrated solution and the deployment steps for setting it up.
Salesforce Service Cloud Voice (SCV) natively integrates the Amazon Connect contact center platform into Salesforce’s CRM software. This delivers a new contact center solution that brings together voice conversations, digital channels, and CRM data. Learn about the pre-built integrations, deployment options, and architectural mapping patterns pertaining to SCV, and see an example of inbound customer journey with data flow and API calling sequence.
To make the best use of an Amazon SQS and AWS Lambda integration using event source mapping, it’s important to understand how the integration works. The SQS-Lambda integration is a powerful feature, and for small to medium-sized queues you don’t have to think much about the integration as it works out of the box. Serverless Guru is an AWS Advanced Tier Services Partner that helps companies build, migrate, and train teams on AWS serverless development.
How the TCS RemacX AI-Powered Customer Experience Collaboration Space Improves Your Contact Center Capabilities
Cloud-based contact centers that leverage AI for enhancing the customer experience are gaining wide acceptance. TCS RemacX is an AI-powered CX collaboration space that extends Amazon Connect’s out-of-the box capabilities. It provides ways for customers to get insurance quotes, for example, and assists customer with FAQs using Amazon Lex. It also supports proactive customer communication like automated reminders for payments due using Amazon Pinpoint, and video calling using Amazon Chime.
Salesforce Event Relays enable bidirectional event flows between Salesforce and AWS through Amazon EventBridge. This opens up opportunities to build event-driven, near real-time applications, responding to feedback and outside triggers as they happen. In this post, we use the bidirectional integration to pass events from Salesforce to AWS to send SMS messages, and notify you when a user responds to your message. This is an event-driven architecture, leveraging Custom Platform Events in Salesforce.
Through a broad network of physicians, Care Connectors Medical Group keeps patients up to date on their medical examinations and provides medical services without requiring office visits. Learn how TensorIoT leveraged Amazon Pinpoint and other AWS services to give CCMG a HIPAA-compliant system capable of handling scheduling and routing for their clients. The system helped CCMG to replace outdated cold calling methods, freeing up customer service agents to handle more complex customer issues.