Category: Contact Center

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 […]

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.

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 business priority. Along with continuous change, continuous innovation has also become the norm – thanks in a big way to cloud-driven digital […]

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 […]

Introduction In our previous blog, we discussed how Amazon Connect customer profiles provides a simple, consistent way to manage customer’s experience for repeat callers with features like personalized prompts, last agent, and last queue routing. For customers looking to personalize the experience of repeat callers, but are unable or not wanting to use customer profiles, this […]

Providing great customer service is a key business differentiator in today’s highly competitive world in which we live. Typically, businesses measure customer satisfaction (CSAT) with post call surveys and reviewing of call recordings, both of which have their own associated challenges. CSAT surveys typically suffer from low response rates, can be subject to bias and […]

Single sign-on (SSO) is an authentication mechanism that allows users to access multiple applications securely with a single set of credentials. Users no longer need to remember multiple usernames and passwords, allowing them to maintain a singular experience for authenticating into multiple applications. Contact Centers applications are no different and require the ability to utilize […]

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 […]

Contact center managers must often add and remove agents quickly, or manage agents as a group. The ability to do so efficiently and in bulk is essential to the timely management of contact center agents. Amazon Connect currently offers methods to perform bulk user (agent) creation and bulk user updates within the User Management functions […]

When a customer contacts your contact center, understanding their context is key to providing a great experience. To help you deliver more efficient and personalized customer service, Amazon Connect Customer Profiles helps you create a unified view of a customer’s profile with the most up to date information, to provide more personalized customer service. With […]