Author: Ankur Taunk

Introduction The Multilingual Support Challenge In today’s global marketplace, contact centers face a critical challenge: providing exceptional customer service across multiple languages and dialects. Traditional approaches require hiring multilingual agents or creating language-specific queues, leading to: High Operational Costs: Recruiting and training multilingual agents is expensive and time-consuming Limited Scalability: Difficult to support new languages […]

Introduction Amazon Connect is an easy-to-use enterprise cloud contact center that empowers organizations to deliver exceptional customer experiences at scale. One of the key benefits of Amazon Connect is its native integration with Amazon CloudWatch, which provides powerful capabilities to analyze operational activities and receive alerts before issues impact customers – delivering insights at a […]

Introduction Organizations often struggle to gain a complete view of their agents’ performance. This is due to the large volume of interactions and the various channels through which they communicate with customers. Additionally, filtering relevant data points for performance analysis can be a difficult task. Fortunately, Contact Lens for Amazon Connect offers agent performance evaluation […]

Introduction Amazon Connect contact center allows you to create dynamic voice prompt playback using Amazon Simple Storage Service (S3). All the custom prompts are stored as audio files on Amazon S3. As the number of files increase, it becomes challenging to manage these files and audit changes. Business users would need access to AWS Management […]

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 […]

Introduction Organizations want contact center reporting and analytic capabilities for agents’ activities. This enables them to manage agent staffing and optimizing the contact center work force operations. Contact center platforms with limited integration capability make it challenging to generate custom reports and perform advanced agent activity analytics. Amazon Connect agent event streams are Amazon Kinesis […]

Introduction To get the most advanced analytics benefits, organizations need a robust platform and a cost-effective solution to run a thriving contact center. This is achieved by building a data lake on Amazon Simple Storage Service (S3). Amazon Connect Data Lake Best Practices whitepaper lays out the various data sources within Amazon Connect, and steps […]

Note: This is the fourth blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the ability to generate chatbot performance reports for their digital customer experience offering. […]

Note: This is the third blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Organization that offer web chat as a communication channel strive to get insights into their customers’ […]

Note: This is the second blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the capability to improve the efficiency of their contact center’s quality analysis process. […]