Category: Best Practices

Real-time media services running within virtual desktop infrastructure (VDI) environment, such as Citrix, can experience audio quality issues due to the resource intensive nature of processing the media on the server(s). Implementing Amazon Connect audio optimization for Citrix enables you to improve audio quality, reduce host server resources and lower cost per agent. VDI sessions […]

Introduction Contact center agents assist customers with topics that involve complex workflows. Within the Amazon Connect agent workspace, step-by-step guides support agents with clear instructions on how to handle a particular use case. Step-by-step guides are agent facing workflows that can branch based on decisions and send & receive data from external systems. Guides increase […]

Contact volumes and agent staffing in contact centers vary during the day. When there are more contacts than available agents, a queue holds contacts waiting to be answered by agents. A single queue to handle all incoming contacts maximizes service levels, and minimizes wait times. This is only possible when each agent can handle all […]

A solid knowledge base has always been a crucial piece in effectively aiding agents in the contact center. Now with generative AI, well-structured, straightforward, and up-to-date knowledge bases are key to support generative AI assistants like Q in Connect in easily and effectively synthesizing your content. In this blog post, you will learn about Amazon Q in Connect, how it works, and how to optimize your knowledge base to maximize impact using our generative AI capabilities.

Agents play a crucial role in providing an exceptional customer experience. In a high-performing contact center, agents are superhuman — they get where the customer is coming from, know their stuff, and fix issues right away. When this happens, customers feel valued and stay loyal. Agents make up more than 70% of contact center operating […]

Identity management is a framework of policies and technologies to ensure that the right users have the appropriate access to technology resources. Identity management for an Amazon Connect instance can be configured in one of the three ways: By storing users in Amazon Connect By linking to an existing directory By using SAML 2.0-based authentication […]

Introduction Agents play a critical role in a company’s customer experience strategy. They are often the primary point of contact for customers when they have questions, concerns or complaints. The quality of customer service provided by agents can have a significant impact on customer satisfaction and loyalty. Moreover, agents are not identical and perform at […]

Introduction Contact center supervisors, managers, compliance, workforce analysts, and others monitor the real-time performance of their contact center, including agent, queue, and routing profile performance, using the real-time metrics dashboard in the Amazon Connect console. Furthermore, as mentioned in the previous blog post, organizations today are challenged by an evolving privacy and regulatory landscape, which […]

Contact centers aim to provide consistent, high quality customer experiences. However, this requires agents to be aware of the relevant customer information and business rules in order to deliver the best service. Traditionally, agents used multiple applications to handle customer interactions. Amazon Connect agent workspace is a unified experience for contact center agents to access […]

Traditionally, contact center agents required several disconnected applications to handle simple customer interactions. For example, this includes: contact control panels, customer profile information, knowledge articles, and wikis. Amazon Connect agent workspace offers a unified experience for contact center agents to access the tools they need to address customer calls effectively. Within the agent workspace, step-by-step […]