AWS Contact Center

Category: Announcements

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 […]

Read More

Make predictive and progressive calls using Amazon Connect high-volume outbound communications

Many businesses today are constrained by legacy contact center technologies that only allow inbound communications, which forces them to rely on separate applications and tools to reach customers with outbound communications. Integrating tools for outbound communications into contact centers is time consuming, expensive, and difficult to manage because each outbound communication channel (calls, texts, or […]

Read More

Building a real time customer sentiment email notification system using Contact Lens for Amazon Connect, Amazon EventBridge and Amazon Simple Notification System

Providing great customer service is a key business differentiator in today’s highly competitive world in which we live. Typically, businesses measure customer satisfaction (CSAT) with post call surveys and reviewing of call recordings, both of which have their own associated challenges. CSAT surveys typically suffer from low response rates, can be subject to bias and […]

Read More

Automate follow-up work with Amazon Connect Tasks and Contact Lens for Amazon Connect

At the end of an interaction with a customer, agents have to create follow-up work items with other teams in order to provide the best end to end customer experience. Some examples include customer requests to mail specific product or services brochures, mailing a physical copy of a maintenance contract the customer has agreed on […]

Read More

Canadian Customers dialed in to the benefits of Amazon Connect

At this time last year, AWS saw more than 5,000 new cloud-based contact centers spring up to deal with the fallout of the COVID-19 pandemic. Customers chose Amazon Connect because it is easy to set up, use, and scale. One of those customers was the Government of Canada, launching a cloud-based call center for its […]

Read More

Building unified customer profiles with Amazon Connect

While on a call, contact center agents often switch between multiple applications to search for the information they need to solve customer issues. This can mean toggling between up to 10 different applications, from their custom agent application to Customer Relationship Management (CRM). To address this problem, some companies invest in complex integrations that stitch […]

Read More

Provide convenient customer support through Apple Business Chat with Amazon Connect

Amazon Connect Chat enables you to provide customer support through web and mobile chat. Since chat is asynchronous, your customers are able to respond at their own pace, just as they would when texting with a friend. Now, through the Amazon Connect Chat integration for Apple Business Chat, you can deliver that same convenient and […]

Read More

Deliver personalized customer experience using Amazon Connect Customer Profiles

In a scenario when customers contact a business, understanding their journey before they reach the contact center can immensely help in delivering a personalized self-service and agent experience. Data such as their past hold times, customer sentiment or recent business transactions can go a long way in providing effective customer resolution and improving customer satisfaction […]

Read More

Easily prioritize, assign, track, and automate contact center agent work with Amazon Connect Tasks

Nearly half of an agent’s time is spent away from customer calls and chats on tasks in external applications like CRMs or business-specific solutions. Often, companies assign these tasks to agents in a variety of ways, including verbal instructions, emails, and notes in the external applications. This makes it difficult to follow, track, and measure […]

Read More

Machine learning-based caller authentication with Amazon Connect Voice ID (preview)

To authenticate callers, contact centers often use a time-consuming process where callers have to answer multiple questions verifying their personal details, like social security number, date of birth, and mother’s maiden name. This process is costly, time-consuming, and leads to poor customer experiences. Amazon Connect Voice ID provides real-time caller authentication, which makes voice interactions […]

Read More