Author: Naveen Narayan

Overview Amazon Connect now offers multi-skill forecasting and scheduling for contact centers. This approach segments demand based on specialized agent skills instead of treating agents as interchangeable. Amazon Connect eliminates costly staffing imbalances while ensuring specialized agents handle high-value interactions. Manual scheduling overhead is thus reduced through AI-driven deployment based on real-time demand patterns. For […]

Contact centers often receive illegitimate phone calls where the caller is pretending to be someone else by using an existing customer’s phone number. While you might simply fail a check on a web site because you don’t have the right credentials, contact center agents are trained to be polite even when something seems amiss, so […]

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. […]

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 […]

If a caller ID is local, customers are more likely to answer an incoming call. Because it’s unlikely that contact center agents are always local, our partners wanted to use Amazon Connect to place outbound calls using a local number, picked dynamically by the agent. This post presents a simple way to accomplish this, using […]