AWS Contact Center
Category: Intermediate (200)
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 […]
Read MoreCreate 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 […]
Read MoreCreate post call surveys in Amazon Connect
Post call surveys are a useful tool to measure customer experience in a contact center. It helps a business measure Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) as a part of its customer obsession strategy. Surveys also drive customer loyalty by automatically escalating poor experiences to managers and supervisors. This […]
Read MoreUpdating 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 […]
Read MoreReaching More Customers with Web and Mobile Chat on Amazon Connect
We just launched an exciting new channel for Amazon Connect: chat. Today, we wanted to dive a bit deeper into what chat is and how it works in Amazon Connect. We built Amazon Connect from the ground up to be truly omnichannel, which means we provide a seamless experience across voice and chat for your […]
Read MoreContact 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 […]
Read MoreRecovering abandoned calls with Amazon Connect
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 […]
Read MoreBuilding Extension-based Dialing Solutions with Amazon Connect
It is common practice in contact centers to assign direct extension numbers to representatives so that the callers can reach them directly. This alleviates the need to provide a DID for each representative. Providing direct access to representatives is common in account-management scenarios where customers would like to talk directly to their preferred point of contact […]
Read MoreEnabling federation with AWS Single Sign-On and Amazon Connect
If you don’t have an SAML 2.0–compliant identity provider available for your contact service, it can take significant effort to set up a new one. Amazon Connect supports SAML 2.0–compliant identity providers (IdPs) for single sign-on (SSO). AWS Single Sign-On (AWS SSO) makes it easy to centrally manage SSO access to multiple AWS accounts and […]
Read MoreTesting accuracy and regression with Amazon Connect and Amazon Lex
Contacting customer service can often be a challenging experience. Sometimes, the conversation engagement does not meet the caller’s expectations. They may encounter experiences such as waiting on hold, repeating information from one agent to the next, and spending too much time getting answers to questions. These can all lead to a lengthy and often frustrating […]
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