AWS Contact Center

Category: Learning Levels

Simplify case management in your contact center using Amazon Connect Cases

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. […]

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 […]

Configure single sign-on using Google Workspaces for Amazon Connect

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 […]

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 […]

Create and update agents in bulk with Amazon Connect

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 […]

Provide easy communication with doctors and streamline billing for patients with Amazon Connect

The COVID-19 pandemic has forced many service industries to provide remote alternatives. The contact center has become a valuable resource for their customers. For healthcare providers, telehealth visits are a core service that may be supported by a contact center. However, legacy contact centers often make it difficult for patients to connect with their health […]

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 […]

Keep Your Contact Data Clean by Using Session Attributes in Amazon Connect

Using data to create dynamic experiences is a great way to enhance the customer journey with Amazon Connect. Sometimes though, managing that data across Amazon Connect contact flows or AWS Lambda functions can require a level of data persistence that can lead to unnecessary attributes in the Amazon Connect contact trace records(CTRs). Examples of such […]

Contact Lens for Amazon Connect (Preview)

Today, AWS announced Contact Lens for Amazon Connect, a set of capabilities for Amazon Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. Amazon Connect is an omnichannel cloud […]