AWS Contact Center

Category: Contact Lens for Amazon Connect

Configure single sign-on using OneLogin for Amazon Connect

Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › Single sign-on (SSO) enables users to access multiple applications securely via a single ID and password. This reduces the headache of remembering multiple username and passwords for users in an organization. Contact Centers […]

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Automating Amazon QuickSight dashboard creation for analyzing Amazon Connect data

Introduction To get the most advanced analytics benefits, organizations need a robust platform and a cost-effective solution to run a thriving contact center. This is achieved by building a data lake on Amazon Simple Storage Service (S3). Amazon Connect Data Lake Best Practices whitepaper lays out the various data sources within Amazon Connect, and steps […]

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Analyze data for Amazon Connect outbound campaigns

Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › Introduction Organizations need in-depth analytics on their outbound campaign performance. Amazon Connect contact event stream, near real-time streaming of contact (voice calls, chat, and task) events (for example, call queued), lets you dive […]

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Amazon Connect adds new capabilities to improve contact center productivity and customer experiences

Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › Amazon Connect Cases now in preview, Amazon Connect outbound campaigns & Amazon Lex Automated Chatbot Designer in general availability Amazon Connect Cases (Available in preview) Amazon Connect Cases is a new case management […]

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Analyze Amazon Connect Chatbot performance using Contact Trace Record, Amazon Lex logs, Amazon Athena and Amazon QuickSight – Part 4

Note: This is the fourth blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the ability to generate chatbot performance reports for their digital customer experience offering. […]

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Analyze Amazon Connect Contact Lens using Contact Trace Record, Amazon Athena, and Amazon QuickSight–Part 2

Note: This is the second blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the capability to improve the efficiency of their contact center’s quality analysis process. […]

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Provide call sentiment analytics to agents using real-time contact analysis segment streams in Contact Lens for Amazon Connect

Agent experience is a crucial aspect of contact centers and their interactions with end consumers define the customer experience of a business. In such a scenario, providing agents the right tools and information in a timely fashion is key to ensuring first call resolution, decreased average handling times and increased customer satisfaction score. Call sentiment […]

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Three signature Amazon Connect moments from 2021

Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › At the outset of 2021, businesses and customers looked forward to returning to ‘normal’ business operations and customer interactions. For contact center leaders, anticipating and responding to ever-changing customer needs remains a top […]

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Recap of Amazon Connect at re:Invent 2021

This year at re:Invent, Amazon Web Services (AWS) Business Applications and Contact Center solutions had a full line-up of opportunities to dive deep on customer experience innovation. Our customers and partners learned ways to unlock the power of artificial intelligence (AI) and machine learning (ML) for customer experience with new Amazon Connect launches. You were […]

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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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