Category: Database

Organizations use contact centers to answer inbound calls and initiate outbound communication to their customers. Use cases for outbound communications include appointment reminders, telemarketing, subscription renewals, billing reminders, and follow-up calls. Customer preferences determine the communication channel (voice, messaging, or email) used in outbound campaigns. Contact center managers often use different applications for each channel […]

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality 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 this […]

Organizations are increasingly using speech recognition to create powerful conversational interfaces in the contact center, enabling self-service, user identification, and caller authentication based on users’ spoken natural language. These capabilities create delightful experiences for the user and improve containment rates and customer satisfaction scores. Oftentimes, in order to authenticate callers, organizations typically must collect alphanumeric […]

Missed appointments result in thousands of dollars in lost revenue per year across industries. No shows waste precious time for subject matter experts waiting for customers. Some businesses manually remind their customers before the appointments; however, this is inefficient, not scalable, and costs productivity and money. An agentless outbound dialing campaign for appointment reminders is […]

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to deliver a high-quality customer service experience. The strategies 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. This is […]

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 […]

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 […]

Overview of the solution Corporations today can accumulate hundreds or even thousands of telephone numbers, making it difficult to keep an accurate inventory or know the treatment for each number. Sales and marketing departments can have a different number for every marketing campaign, or customer service may have numbers for every support center. Businesses want […]

At some point, you have likely had to hang up after waiting on the phone for an agent to help you. You lost your spot in the queue, without the option to leave a voicemail or receive a callback. This experience is exceptionally frustrating for users, and also damaging to a business from both a […]

Amazon Connect’s native integrations with other AWS services like AWS Lambda allow you to create dynamic, personalized experienced for your callers. In this blog post we will use AWS Lambda and Amazon DynamoDB to: Create an AWS Lambda function from the sample provided. Integrate your Lambda function with your Amazon Connect instance, letting you perform […]