Category: Intermediate (200)

When a contact center experiences an unexpected service disruption, the impact can be immediate and severe: agents unable to access systems, customers facing connection issues, and support teams working to rapidly restore service. While such scenarios may seem extreme, they represent exactly the kind of situations that make tabletop exercises essential for modern contact center […]

In today’s competitive business landscape, delivering exceptional customer experience (CX) is no longer a luxury—it’s a necessity. At the heart of this evolution lies the power of insights and analytics, transforming how organizations understand, predict, and respond to customer needs. Amazon Connect is at the forefront of this revolution, offering cutting-edge solutions that harness the […]

In today’s digital-first world, businesses increasingly rely on chat interactions to serve customers efficiently and cost-effectively. Many common customer service scenarios require collecting sensitive information – from processing payments and updating shipping addresses to verifying identity and accessing account details. However, gathering this data securely while maintaining compliance with regulations like PCI DSS, GDPR, and […]

Introduction As organizations across industries seek to elevate their customer service capabilities, the adoption of cloud-based contact centre solutions like Amazon Connect has emerged as a strategic priority. For NatWest Group, a leading banking and financial services group in the United Kingdom, the opportunity to enhance customer experiences through an Amazon Connect-powered contact centre was […]

ANA X leveraged its expertise and options to successfully migrate from an on-premises PBX-centric call center system to the cloud-based Amazon Connect. This article shares the background and successful experience, touching on the possibility for readers to realize system migration and operation on their own.

Introduction If your business has a contact center, you may be looking to leverage the power of generative artificial intelligence (AI) to enhance user experience and agent productivity. Features such as agent assist or intelligent bots have been gaining traction as a result of this push towards contact center AI-assisted modernization. Many of our customers […]

Deploying an effective contact center solution can be complex, especially for enterprises with unique requirements. This blog post outlines a foundational process that includes standardized approaches to discovery, documentation, and development. By following this approach, businesses can establish a reliable, scalable contact center that meets their current needs, and can be easily maintained and enhanced […]

Contact volumes and agent staffing in contact centers vary during the day. When there are more contacts than available agents, a queue holds contacts waiting to be answered by agents. A single queue to handle all incoming contacts maximizes service levels, and minimizes wait times. This is only possible when each agent can handle all […]

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 […]

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 […]