AWS Contact Center

Customers today live busy lives and are not always available to answer calls from contact center agents. However, leaving personalized messages can be time consuming for contact center personnel. The ability to leave automated messages without manual intervention increases time for contact center users to focus on other activities.  Granted, this it is not just […]

Introduction Contact center managers are frequently challenged with accurately identifying coaching needs for agents in order to improve agent-customer interactions. In order to address this issue, Amazon Connect provides set of a set of performance evaluation capabilities that allow automating both form creation and evaluation processes to further reduce manual processes required in evaluating agents. […]

Generative artificial intelligence (AI) is an area of interest for many businesses. Gartner estimates that by 2024, 40% of enterprise applications will have embedded conversational AI. In 2020, this number was less than 5%. At Amazon Web Services (AWS), our customers are often asking about how they can use generative AI across various business segments. […]

AWS re:Invent 2023 is approaching quickly, and Amazon Connect is gearing up to welcome attendees from around the globe in Las Vegas November 27 – December 1. This year, attendees can check out an exciting array of presentations, hands-on learning experiences, and more, curated by the Amazon Connect team. With so much buzz around generative […]

Identity management is a framework of policies and technologies to ensure that the right users have the appropriate access to technology resources. Identity management for an Amazon Connect instance can be configured in one of the three ways: By storing users in Amazon Connect By linking to an existing directory By using SAML 2.0-based authentication […]

The widespread interest in generative artificial intelligence (AI) has created a renewed focus on the power of AI to solve for business challenges, especially for customer service. Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. According to McKinsey, customer experience (CX) is […]

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2023 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Leader for the first time since Amazon Connect, our flexible, AI-powered cloud contact center, was launched in 2017. We believe this […]

Organizations use contact centers to answer inbound calls and initiate outbound communication to their customers. Use cases for outbound communications include appointment reminders, telemarketing, subscription renewals, billing reminders, and follow-up calls. Customer preferences determine the communication channel (voice, messaging, or email) used in outbound campaigns. Contact center managers often use different applications for each channel […]

Introduction Contact centers use prompts to interact with customers, to obtain information from customers and to provide updates to customers. Prompts are recorded audio files played in call flows. Contact center administrators need to react quickly to the business needs by adding new prompts or changing existing prompts. Tracking and managing large numbers of prompts […]

Introduction Agents play a critical role in a company’s customer experience strategy. They are often the primary point of contact for customers when they have questions, concerns or complaints. The quality of customer service provided by agents can have a significant impact on customer satisfaction and loyalty. Moreover, agents are not identical and perform at […]