AWS Contact Center
Author: Dominic Searle
Dominic is a Solutions Architect at Amazon Web Services. He works with AWS Financial Services customers providing technical guidance and assistance to help them make the best use of AWS Services. Outside of work, he is either spending time with his family, diving into another hobby, including his latest automated beer brewing system, or learning to play the guitar…. Badly.
Best practices: Managing call recordings in Amazon Connect
Providing excellent customer service is crucial to the success of any business in today’s highly competitive world. Contact centers are often one of the main points of interaction with customers, and call recordings are a valuable tool to help a business deliver the best customer experience possible. Providing a rich source of insightful information, they […]
Building a real time customer sentiment email notification system using Contact Lens for Amazon Connect, Amazon EventBridge and Amazon Simple Notification System
Providing great customer service is a key business differentiator in today’s highly competitive world in which we live. Typically, businesses measure customer satisfaction (CSAT) with post call surveys and reviewing of call recordings, both of which have their own associated challenges. CSAT surveys typically suffer from low response rates, can be subject to bias and […]