AWS Contact Center

Create, update, and check the status of Amazon Connect Cases using Amazon Connect Contact Flows

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 […]

Image of an example step-by-step guide for the Amazon Connect agent workspace

Getting started with step-by-step guides for the Amazon Connect agent workspace

One of the biggest challenges contact centers face is training new agents to get up to speed with their agent application. Until agents become proficient, more time is needed to address end-customer needs effectively. Contact centers on average have an annual agent attrition rate between 30-45%. So, improving an agent’s immediate productivity is a top […]

Leverage conversational analytics for chat interactions using Contact Lens for Amazon Connect

In many contact centers, a large amount of invaluable communication resides in chat interactions that can dictate the image of an organization. Deriving conversational analytics from these chat interactions can help identify crucial product feedback, improve agent enablement, and boost overall customer experience for a business. Contact Lens for Amazon Connect recently announced general availability […]

Getting started with ML-powered Amazon Connect forecasting, capacity planning, and scheduling

Contact centers represent one of the most important touch points for businesses to resolve customer issues. When customers need assistance, it is critical for contact centers to have the right agents available to provide a positive customer experience. Ensuring the right agents are staffed at the right time requires contact center managers to consider an […]

Build a multi-region resilient contact center with Amazon Connect global resiliency

Overview Businesses and enterprises that offer customer service are often required to support their customers 24/7. This makes it possible for businesses to handle urgent and important calls, and provides customers the option to call in at their convenience.  When support services aren’t available or they fall offline, businesses are at risk of customers getting disconnected, or […]

Automate SAML user provisioning for Microsoft Azure Active Directory and OKTA with Amazon Connect

Businesses automate new employee onboarding processes using a standard service management platform. For example, when a new hire joins an organization, human resource systems feed the directory services (Active Directory, LDAP, Etc.) to create a login identifier for the new hire. It then generates the new employee’s mailbox, and assigns the new user to distribution […]

Use Alexa devices to initiate customer service with Amazon Connect

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 […]

Your guide to Amazon Connect at re:Invent 2022

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 […]

Caller Scheduled Callback in Amazon Connect

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 […]

Create Custom Reports for Amazon Connect Cases

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 […]