Category: Amazon Connect

Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]

Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]

Email is one of the highest-volume support channels in most contact centers, and one of the most manual. Agents read long threads, search internal knowledge, and draft replies from scratch, which makes for slow first responses and inconsistent messaging. Amazon Connect Customer now provides native AI capabilities for the email channel. With email AI agents, […]

A voice-activated AI agent can make contact center management significantly faster when the AI agents handling your calls need urgent changes. Supervisors running these AI agents on Amazon Connect Customer face a persistent operational challenge. When critical systems go down or AI agent behavior needs immediate adjustment, the path from decision to action involves multiple […]

Contact center modernization presents a dual challenge: organizations need both budget certainty for transformation initiatives and enterprise-scale management capabilities to operate successfully across multiple business units, regions, and lines of business. Three recent AWS Professional Services engagements demonstrate how combining fixed-price delivery models with proven accelerators delivers comprehensive transformation with clearly defined costs, measurable outcomes, […]

Introduction Proactive outbound campaigns can transform how Business Process Outsourcing (BPO) operations handle agent schedule tracking. Managing Contact Centre agent schedules across diverse locations, time zones, and contact center platforms is a persistent challenge. By some estimates, supervisors spend up to 20% of their time tracking schedules and sending shift reminders, while agents struggle with […]

1. Introduction When an agent places a call is placed through a quick connect or the number pad using the contact control panel (CCP), the outbound caller ID depends on whether the agent is already on an active call. This blog explains how Amazon Connect Customer selects the caller ID in each scenario and how to […]

Introduction Artificial intelligence (AI) Agents, Prompts, and Guardrails give contact centers extensive control over how generative AI engages customers and supports human agents. Built into the next generation of Amazon Connect Customer, these three features let you select the right large language model (LLM) for each task and configure how it behaves within your contact […]

Your Amazon Connect Customer contact center measures customer satisfaction (CSAT), but CSAT doesn’t predict whether customers will stay. Research suggests high-effort service interactions are the strongest driver of customer disloyalty. Customer Effort Score (CES) measures how easy it was to get an issue resolved — the strongest predictor of loyalty and churn. Most organizations lack […]

The quiet exit The issue is resolved, but the customer won’t remember your company until the next time you give them a reason to leave. And when a competitor offers them a better deal next quarter, the customer will take it without hesitation. Because nothing in their interaction with your brand was so exceptional that […]