Category: Amazon Connect

Using data to create dynamic experiences is a great way to enhance the customer journey with Amazon Connect. Sometimes though, managing that data across Amazon Connect contact flows or AWS Lambda functions can require a level of data persistence that can lead to unnecessary attributes in the Amazon Connect contact trace records(CTRs). Examples of such […]

Today, enterprises are revamping their existing channels, such as contact centers based on interactive voice response (IVR), to provide an enhanced, seamless experience to customers. They are motivated to create an omni-channel experience, using services like Amazon Connect and Amazon Lex to enrich customer experience at a low cost. They are also using channels like […]

In the contact center world, agents frequently transfer contacts to other agents or queues. They also transfer calls to external Direct Inward Dialing (DID) or toll-free numbers. This may mean scanning hundreds of numbers to find the correct one to dial. Transferring the customer to the wrong destination also leads to inefficiency and frustration. Maintaining […]

Customer service departments where specialists answer incoming calls as well as perform back-office or offline duties (case processing, follow-ups, research, and troubleshooting), require different mechanisms for routing incoming contacts. Examples include mortgage originations, complex sales, and IT helpdesk to name a few. Most of these involve complex, multi-day, multi-step interactions with customers. The specialist workload […]

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 […]

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 […]

Amazon Connect costs less to operate than any other contact center Including a 26% price reduction on Amazon Connect telephony prices for U.S. customers. Here at AWS, we’re always trying to save our customers money, and on May 24, we did it again by reducing Amazon Connect telephony prices for our US customers by 26% […]

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Two-way contact center communications are a powerful tool with which modern businesses can convey information, make inquiries, and report issues to customers—and vice […]

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 […]

If a caller ID is local, customers are more likely to answer an incoming call. Because it’s unlikely that contact center agents are always local, our partners wanted to use Amazon Connect to place outbound calls using a local number, picked dynamically by the agent. This post presents a simple way to accomplish this, using […]