Category: Contact Center
Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › Customers can try to find answers on company websites or mobile app before contacting customer service. Customer experience executives have struggled to carry that web or mobile click-stream behavior and context into the […]Read More
Many contact center managers want to proactively reach out to more customers by leveraging high-volume voice, SMS and email capabilities to keep them engaged, informed, and on schedule for appointments, bill payments, or other events and activities. The vast majority of these communications are phone calls, and in many contact centers, agents make the calls […]Read More
Often contact center agents struggle to locate customer information that is stored in disparate locations. As a result they end up asking the customers to repeat their details, resulting in longer average handle times (AHT). These interactions, also need to be tracked along with detailed notes, next steps, and status of the issue at hand. […]Read More
Many businesses today are constrained by legacy contact center technologies that only allow inbound communications, which forces them to rely on separate applications and tools to reach customers with outbound communications. Integrating tools for outbound communications into contact centers is time consuming, expensive, and difficult to manage because each outbound communication channel (calls, texts, or […]Read More
Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › A contact center solution and a contact center career, on parallel trajectories Today, customer experience (CX) is the fate of the business. In a more virtual world where customers and sellers interact less […]Read More
User management is a critical component of a contact center. Typical use cases include creating and updating user profiles. However, another significant use case is searching for and reporting on these users based on unique characteristics such as their profiles or tags. Amazon Connect now provides an API using which customers can search for contact […]Read More
Amazon Connect, our cloud contact center on demand, allows playing prompts uploaded to the Amazon Connect instance, or playing dynamic TTS prompts (Text to Speech) using Amazon Polly. This works well for the majority of customers; however, some need to use prompts without going through the Amazon Connect admin user interface for various reasons. For […]Read More
When managing your contact center, call quality has a significant impact on the customer experience. If your agents take calls on Amazon Connect using the softphone over the internet, the audio quality is typically high. However, changes in networking conditions can result in varying audio quality from factors such as increased latency or packet loss.
By capturing and storing real-time call metrics, you can proactively monitor call quality. In this blog, we describe a solution which captures real-time metrics from the Amazon Connect softphone, creates easily understandable dashboards from the metrics, and makes this data searchable for further analysis.
The dashboards give your contact center supervisors and operators insights into the customer experience from both a business and operational lens. They can help you answer questions like how many calls are abnormally short, how many calls experience poor audio quality, and other common operational questions. This allows your business to take actions to improve the customer experience.Read More
Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › At the outset of 2021, businesses and customers looked forward to returning to ‘normal’ business operations and customer interactions. For contact center leaders, anticipating and responding to ever-changing customer needs remains a top […]Read More
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