AWS Contact Center

Category: Amazon Lex

Amazon Connect adds new capabilities to improve contact center productivity and customer experiences

Amazon Connect Cases now in preview, Amazon Connect outbound campaigns & Amazon Lex Automated Chatbot Designer in general availability Amazon Connect Cases (Available in preview) Amazon Connect Cases is a new case management feature built into Amazon Connect that makes it easy for contact center agents to track, collaborate on, and resolve customer cases quickly. […]

Read More

Easily create and visualize post chat surveys with Amazon Connect and Amazon Lex

Contact centers face a challenge of having to constantly improve on the contact center experience based on customer feedback. In order to so, it is important that contact centers collect reliable and measurable data. Contact centers can implement post chat customer satisfaction surveys that allow for actionable feedback on user experience and agent performance. Customer […]

Read More

Recap of Amazon Connect at re:Invent 2021

This year at re:Invent, Amazon Web Services (AWS) Business Applications and Contact Center solutions had a full line-up of opportunities to dive deep on customer experience innovation. Our customers and partners learned ways to unlock the power of artificial intelligence (AI) and machine learning (ML) for customer experience with new Amazon Connect launches. You were […]

Read More

Build a drug reminder service with AWS IoT, Amazon Lex, and Amazon Connect

Taking medications as prescribed is essential for any illness treatment. However, it can become confusing when there are multiple pills to be taken at different times of the day. This becomes more problematic for patients with mild cognitive impairment, Alzheimer’s or other kinds of dementia. Some medications are prescribed three times a day, while others […]

Read More
Agent CCP Call Statistics

Assist agents and enrich system metrics with Amazon Connect

Agents are a core part of a contact centre. At peak times, they manage long queues and look through multiple systems for the information requested by their customers. During a call, agents may need to reconfirm information with the customer that they already gave in the Interactive Voice Response (IVR) system. This may include the […]

Read More

Easily set up interactive messages for your Amazon Connect chatbot

As businesses increasingly use digital channels for customer service, they are more regularly turning to chatbots to deliver fast, positive customer experiences while reducing costs. Whether the customer has a question about a product feature, billing issue, or product return, an interactive chatbot helps them avoid wait times and get clear answers quickly. However, many […]

Read More

How COVID-19 has changed the way customer service leaders think about contact centers

Global emergencies dramatically shift daily routines, forcing companies to react quickly to change the way they support employees and customers. COVID-19 has changed the way we work, including the contact center space. Despite the benefits of cloud contact centers, many organizations don’t have the solutions to support virtual contact centers. This leaves companies maintaining buildings […]

Read More

Updating your addresses with Amazon Connect and Amazon Lex

When someone moves, they spend time notifying their service account providers (electric, water, insurance, etc.) to update their address information. This post explains how to create an Amazon Lex bot in an Amazon Connect contact flow to automate the address update process. After you create the bot, you use AWS Lambda to confirm the new […]

Read More

Using WhatsApp and Amazon Lex to escalate to voice via Amazon Connect

Today, enterprises are revamping their existing channels, such as contact centers based on interactive voice response (IVR), to provide an enhanced, seamless experience to customers. They are motivated to create an omni-channel experience, using services like Amazon Connect and Amazon Lex to enrich customer experience at a low cost. They are also using channels like […]

Read More

Reaching More Customers with Web and Mobile Chat on Amazon Connect

We just launched an exciting new channel for Amazon Connect: chat. Today, we wanted to dive a bit deeper into what chat is and how it works in Amazon Connect. We built Amazon Connect from the ground up to be truly omnichannel, which means we provide a seamless experience across voice and chat for your […]

Read More