AWS Contact Center

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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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Easily monitor call quality with Amazon Connect

When managing your contact center, call quality has a significant impact on the customer experience. If your agents take calls on Amazon Connect using the softphone over the internet, the audio quality is typically high. However, changes in networking conditions can result in varying audio quality from factors such as increased latency or packet loss.

By capturing and storing real-time call metrics, you can proactively monitor call quality. In this blog, we describe a solution which captures real-time metrics from the Amazon Connect softphone, creates easily understandable dashboards from the metrics, and makes this data searchable for further analysis.

The dashboards give your contact center supervisors and operators insights into the customer experience from both a business and operational lens. They can help you answer questions like how many calls are abnormally short, how many calls experience poor audio quality, and other common operational questions. This allows your business to take actions to improve the customer experience.

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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 CTRs to Amazon Kinesis for extended retention […]

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How to protect against spam calls for click-to-dial

Amazon Connect customers can configure click-to-dial functionality on their website using the StartOutboundVoiceContact API. This enables agents to reach out to callers located in a much wider global area, without requiring Amazon Connect customers to provision numbers in several regions. This provides a frictionless experience where customers provide a phone number and Amazon Connect initiates […]

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Recommend nearby points of interest using a custom Contact Control Panel

In some scenarios, Amazon Connect agents may need to look up nearby point of interests quickly to assist their end customers. For example, in a car accident, the driver of the car might call into the auto insurance company for assistance and request contact information for a nearby repair shop or car rental company. This […]

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Three signature Amazon Connect moments from 2021

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 business priority. Along with continuous change, continuous innovation has also become the norm – thanks in a big way to cloud-driven digital […]

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Easily create and visualize post chat surveys with Amazon Connect and Amazon Lex

Contact centers face a challenge of having to constantly improve on the contact center experience based on customer feedback. In order to so, it is important that contact centers collect reliable and measurable data. Contact centers can implement post chat customer satisfaction surveys that allow for actionable feedback on user experience and agent performance. Customer […]

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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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Amazon Connect Customer Profiles Connectors for Segment and Shopify

Contact center agents are often forced to toggle between multiple applications to search for information they need to resolve customer issues. Amazon Connect Customer Profiles automatically consolidates customer information from multiple applications and uses this information to establish a unified customer profile that it delivers to your contact center agent as soon as a support […]

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Level up your contact center with Amazon Connect unified agent application

Having a good agent experience is paramount for contact center efficiency, and although businesses have different requirements from the agent application perspective, agents typically need a way to manage contacts across different channels, instantly identify who the customer is, and check their contact history. Most often, agents need to toggle, browse, and search for information […]

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