AWS Contact Center

Category: Application Integration

Streamline employee support with Amazon Connect and Microsoft Teams integration

Streamline employee support with Amazon Connect and Microsoft Teams integration

Overview Many large enterprises struggle with IT support inefficiencies where service desks are overwhelmed by high volumes of basic requests that employees could resolve through self-service options. This creates longer wait times for employees and prevents IT staff from focusing on complex technical issues. A leading international financial services organization, with $1.46 trillion in assets […]

Tailored support at scale: Turning a unified Salesforce KB into LOB-focused AI agents

Tailored support at scale: Turning a unified Salesforce KB into LOB-focused AI agents

In today’s hyper-connected world, customer support teams must juggle an ever-growing portfolio of products and services all within a single CRM like Salesforce. Agents need instant access to the right information, yet they too often find themselves wading through a monolithic, consolidated knowledge base that spans every line of business (LOB) from telecom billing to […]

Scale and optimize staffing based on performance objectives in Amazon Connect (part 3)

Scale and optimize staffing based on performance objectives in Amazon Connect (part 3)

Contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality of customer service. The methods used to route incoming contacts have a direct influence on these performance metrics. Amazon Connect makes it possible to route contacts based on objectives that are important to the business. Part 1 of […]

How to analyze Amazon Connect Voice ID metrics using Amazon CloudWatch

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Today, contact centers adopting Amazon Connect Voice ID are seeking insights from aggregated metrics such as number of successful enrollments and authentications over […]

Combine data from multiple sources using Amazon AppFlow and build unified Amazon Connect Customer Profile for contact center agents

Introduction A prior understanding of customers’ journey and their engagement with a business is essential for contact center agents to deliver personalized customer service experience. Businesses want to improve their customer satisfaction scores (CSAT). To do so, they need to equip their agents and automated experiences with information about customers, e.g., previous transactions and call […]

Make predictive and progressive calls using Amazon Connect outbound campaigns

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Many businesses today are constrained by legacy contact center technologies that only allow inbound communications, which forces them to rely on separate applications […]