AWS Contact Center
Category: Amazon QuickSight
Analyzing Amazon Connect usage with agent desktop and streaming data
As customer engagement expectations become increasingly advanced, contact center managers find themselves in need of granular visibility of their contact center usage. For example, customers seek to understand usage patterns by agent, business division, caller intent, routing queue, or customer segment. Amazon Connect provides a real-time performance dashboard so that you can monitor the overall health of […]
Automate employee support lines with Amazon Connect
When a crisis like COVID-19 occurs, companies are unsure how it will impact their employees, customers, and community. During unprecedented times, many companies prioritize the health of their employees while keeping their business running. Maintaining this balance is difficult, especially when doing so manually is cumbersome. In response, companies have experimented with automated contact center […]