AWS Contact Center

Category: Advanced (300)

Generative AI unlocks 60% faster Japanese VoC analysis with Amazon Connect Contact Lens

Generative AI unlocks 60% faster Japanese VoC analysis with Amazon Connect Contact Lens

We will introduce how generative AI contributes to VoC (Voice of Customer) analysis in contact centers, particularly focusing on the advantages of methods using the latest LLM (Large Language Model) technology and their superiority when compared to conventional approaches.

Make your Amazon Connect chat experience more engaging with custom participants and generative AI-powered chatbots

Make your Amazon Connect chat experience more engaging with custom participants and generative AI-powered chatbots

Today’s customers demand more than just quick answers. They want interactions that feel natural, intuitive, and tailored to their individual preferences. Generative artificial intelligence (AI) offers the potential to transform customer service by empowering agents with intelligent tools that can understand complex queries, generate human-like responses, and even anticipate future customer needs. Customers have invested […]

Improve routing and self-service using Amazon Connect Customer Profiles and step-by-step guides

Improve routing and self-service using Amazon Connect Customer Profiles and step-by-step guides

Contact centers leverage Interactive Voice Response (IVR) systems for call routing, self-service automation, and information retrieval. However, challenges often arise when customers need to access data from third-party systems and Customer Data Platforms (CDPs), as it often requires making API calls through custom code. This process can be complex, requiring technical expertise that is not […]

Scale your contact center effectively with Amazon Connect and Service Quotas

Scale your contact center effectively with Amazon Connect and Service Quotas

Introduction As Amazon Connect workloads grow, customers require visibility into quotas to efficiently manage scaling and prevent failed deployments or service disruptions from exceeding limits. The Amazon Connect integration with Service Quotas results in improved management of service quotas for your Amazon Connect instance. Service Quotas serves as a hub for streamlined management and tracking […]

Providing great customer experiences using real-time sentiment analysis with Amazon Connect

Providing great customer experiences using real-time sentiment analysis with Amazon Connect

Introduction Contact center agents and supervisors continuously strive to provide exceptional customer service to their customers. In modern contact centers, an interactive voice response (IVR) system is typically the first point of contact for a customer seeking support. Therefore, it is crucial to provide an exceptional customer experience while the customer is interacting with the […]

Manage cancelled callback to reduce agent handle time with Amazon Connect

Manage cancelled callback to reduce agent handle time with Amazon Connect

Callback mechanisms play a crucial role in modern contact centers as they allow callers to reserve their position in the queue without having to remain on hold. This not only enhances customer service by reducing wait times but also optimizes telephony costs and agent utilization. When a callback is requested by a caller, it remains […]

Best practices for using Amazon Connect audio optimization for Citrix

Best practices for using Amazon Connect audio optimization for Citrix

Real-time media services running within virtual desktop infrastructure (VDI) environment, such as Citrix, can experience audio quality issues due to the resource intensive nature of processing the media on the server(s). Implementing Amazon Connect audio optimization for Citrix enables you to improve audio quality, reduce host server resources and lower cost per agent. VDI sessions […]

Using agent workspace guides to handle sensitive information

Introduction Contact center agents assist customers with topics that involve complex workflows. Within the Amazon Connect agent workspace, step-by-step guides support agents with clear instructions on how to handle a particular use case. Step-by-step guides are agent facing workflows that can branch based on decisions and send & receive data from external systems. Guides increase […]

Safeguard your environment and reduce reputational risk using Amazon Connect attachment scanning

Safeguard your environment and reduce reputational risk using Amazon Connect attachment scanning

The ability to share attachments between customers and agents during a chat interaction offers significant benefits to enhance the overall customer experience. By allowing customers to share files such as documents, images, or screenshots during a chat session, it facilitates clearer communication and provides a more comprehensive understanding of the customer’s issue. This can lead […]

Securely pass the customer information to agent using Amazon Connect in-app, web, and video calling

Companies often add self-service capabilities to their websites or mobile applications, such as frequently asked questions (FAQs) or knowledge articles, to help customers address their queries. When that customer escalates to a live agent for help, they are often asked to repeat the same information they may have entered or browsed on the app or […]