AWS Contact Center

Category: Customer Solutions

Redacting sensitive data in the chat message streaming API for Amazon Connect

Introduction Organizations today strive to provide increasingly personalized customer journeys. For example, up-selling new products based on history of interest in related products. Data collection drives the ability for businesses to personalize – data is valuable and the more collected, the more impact a personalized experience can have. Businesses must be able however to balance […]

Read More

Combine data from multiple sources using Amazon AppFlow and build unified Amazon Connect Customer Profile for contact center agents

Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › Introduction A prior understanding of customers’ journey and their engagement with a business is essential for contact center agents to deliver personalized customer service experience. Businesses want to improve their customer satisfaction scores […]

Read More

Click to Call in 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 › Customers can try to find answers on company websites or mobile app before contacting customer service. Customer experience executives have struggled to carry that web or mobile click-stream behavior and context into the […]

Read More

Routing contacts based on performance objectives in Amazon Connect: Service level (part 1)

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to deliver a high-quality customer service experience. The strategies used to route incoming contacts have a direct influence on these performance metrics. Amazon Connect makes it possible to route contacts based on objectives that are important to the business. This is […]

Read More

Improve your customers experience by adjusting your agents’ availability status

Michael Goligorsky, Sr. Solutions Architect, Amazon Connect As organizations increasingly compete on the basis of great customer experience, contact center performance has become a critical business focus. Contact centers rely on agents to provide great customer service with every interaction. Without productive agents, you risk losing your customers, reputation, and revenue. Given this, it is […]

Read More

Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1

Introduction Many organizations want the capability to perform analytics on the contact center data for an extended period and build custom reports for different business needs. Since Amazon Connect is an open platform and offers APIs and mechanisms to integrate with third party reporting application, organizations can stream Contact Trace Record (CTR) to Amazon Kinesis […]

Read More

Last Agent and Last Queue Routing on Amazon Connect for Returning Callers

Introduction In our previous blog, we discussed how Amazon Connect customer profiles provides a simple, consistent way to manage customer’s experience for repeat callers with features like personalized prompts, last agent, and last queue routing. For customers looking to personalize the experience of repeat callers, but are unable or not wanting to use customer profiles, this […]

Read More

Provide real-time customer sentiment analytics to agents using Contact Lens API for Amazon Connect

A contact center has a large amount of valuable customer data that supervisors and quality assurance managers can use to easily understand the sentiment, trends, and compliance risks of customer conversations. These insights allow companies to effectively train agents, replicate successful interactions, and identify important customer feedback. This said, many companies find it difficult to […]

Read More

How contact centers grow customer trust

Customer trust depends on the ability to consistently prove to your customers that they can rely on your brand, products, and people. Every engagement with your customers is a chance to build or break trust. That journey is a bumpy road. So, how do you build customer trust and ensure that it withstands time? After […]

Read More

Simplify number management in Amazon Connect with dynamic routing

Overview of the solution Corporations today can accumulate hundreds or even thousands of telephone numbers, making it difficult to keep an accurate inventory or know the treatment for each number. Sales and marketing departments can have a different number for every marketing campaign, or customer service may have numbers for every support center. Businesses want […]

Read More