AWS Contact Center
Author: Ayesha Borker
Ayesha Borker is a Sr. Solution Architect specializing in Amazon Connect at AWS. She has a passion in helping customers achieve their business outcomes by using technological transformation as a lever. With a decade long experience in the customer service domain, Ayesha has helped several organizations transform their customer experiences using cloud, automation and artificial intelligence. In her free time, she loves hiking, blogging, writing poems and dabble in baking desserts.
Unified customer story: Unlock a single source of truth for customer issues with Amazon Connect Cases and Tasks
Imagine a scenario where a customer calls an organization about a billing issue. A contact center agent resolves it, but three days later, the same customer emails about a related problem. A different agent picks up the email, has no context about the previous call, and asks the customer to explain everything again. Meanwhile, a […]
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 […]
Programmatically manage phone numbers using APIs in Amazon Connect
Several businesses require dynamic management of their contact center’s Toll free or Direct inward dial (DID) phone numbers. This need may arise because of use cases such as rapid publishing of marketing hotline numbers, or releasing a new line of sales product or even to set up a brand new area of support. Additionally, associating […]
Provide call sentiment analytics to agents using real-time contact analysis segment streams in Contact Lens for Amazon Connect
Agent experience is a crucial aspect of contact centers and their interactions with end consumers define the customer experience of a business. In such a scenario, providing agents the right tools and information in a timely fashion is key to ensuring first call resolution, decreased average handling times and increased customer satisfaction score. Call sentiment […]