AWS Contact Center

Category: Amazon Connect

Level up your contact center with Amazon Connect unified agent application

Having a good agent experience is paramount for contact center efficiency, and although businesses have different requirements from the agent application perspective, agents typically need a way to manage contacts across different channels, instantly identify who the customer is, and check their contact history. Most often, agents need to toggle, browse, and search for information […]

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Create action item reminders with Amazon Connect Tasks and Contact Lens for Amazon Connect

Contact center agents are frequently asked to document customer conversations by logging the interaction reason (or the issue), the outcome of the call, and in many cases, and follow-up action items. The data collection is essential for tracking the customer satisfaction and agent performance, but it takes a toll on the agent average handling time […]

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Simplify contact flow management by leveraging modules in Amazon Connect

Customers often have repeatable logic that is needed throughout the customer journey in contact center experiences. We’re going to take a look at how to simplify contact flow management by leveraging modules in Amazon Connect. The ability to build contact flow logic once, and reference it from other contact flows has been a customer request […]

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Your guide to Amazon Connect at re:Invent 2021

This year, re:Invent is in Las Vegas and Amazon Connect has a jam packed agenda! With new launches, leadership sessions, workshops, and an in-person customer reception, there will be something new to do for everyone! Keep reading for more information on how you can get the most out of your re:Invent 2021 experience, whether in-person […]

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Adding digital messaging channels to your Amazon Connect contact center

Today, consumers can pick from a range of rich digital messaging apps to communicate with friends and family. Some example include: Facebook Messenger, iMessage, WhatsApp, WeChat, Viber, Line, Telegram and more. These digital channels are pervasive and widely used: eMarketer estimates that over 3 billion people will use at least one of them in 2021. […]

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Building personalized customer experiences over SMS through Amazon Connect

Thousands of companies use Amazon Connect to solve millions of customer issues daily via calls and chats. Many of these companies also want to provide support for their customers through SMS (short message service, i.e. text messaging), as nearly all consumers own a mobile device and typically read text messages within 90 seconds. For consumers […]

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Last Agent and Last Queue Routing on Amazon Connect for Returning Callers

Introduction In our previous blog, we discussed how Amazon Connect customer profiles provides a simple, consistent way to manage customer’s experience for repeat callers with features like personalized prompts, last agent, and last queue routing. For customers looking to personalize the experience of repeat callers, but are unable or not wanting to use customer profiles, this […]

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Optimize customer wait experience in queue using Amazon Connect

Long wait times in contact center queues are a key driver for customer frustration. They also increase costs to companies. Typically, the workforce management (WFM) teams forecast and adjust staffing to minimize the time a customer waits in queue before they can speak to a contact center agent. However, resource management is an optimization between […]

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Ingesting content to power real-time recommendations and search with Amazon Connect Wisdom

Contact center agents often encounter questions from customers that require them to reference knowledge documents such as frequently asked questions (FAQs), wikis, product manuals, and how-to guides. Many contact centers use knowledge management systems and document repositories that are siloed and not well-integrated with the applications that contact center agents use when interacting with customers. […]

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Machine learning-based voice authentication with Amazon Connect Voice ID

Today, Amazon Web Services (AWS) announces the general availability of Amazon Connect Voice ID, a Machine Learning (ML) powered voice authentication feature for Amazon Connect. Amazon Connect is an easy-to-use omnichannel cloud contact center that helps companies of any size deliver superior customer service at lower cost. Amazon Connect Voice ID offers both real-time caller […]

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