AWS Contact Center
Category: Technical How-to
Route emails to multiple Amazon Connect instances using SES Mail Manager
Global enterprises often design their customer service architecture using multiple Amazon Connect instances across regions – for example, using US region instances for US customers and EU region instances for EU customers. These organizations frequently need to route emails from a single domain to different regional Amazon Connect instances. This blog post demonstrates how Amazon […]
Customize retention policies for contact recordings in Amazon Connect
Introduction Contact centers, particularly at Business Process Outsourcing (BPO) companies, operate multiple lines of business (LOB) with diverse regulatory or contractual requirements for contact recording retention. Failure to comply with industry regulations or contractual obligations can result in fines, legal disputes, and reputational damage. Conversely, retaining contact recordings beyond the required period can lead to […]
Streamline employee support with Amazon Connect and Microsoft Teams integration
Overview Many large enterprises struggle with IT support inefficiencies where service desks are overwhelmed by high volumes of basic requests that employees could resolve through self-service options. This creates longer wait times for employees and prevents IT staff from focusing on complex technical issues. A leading international financial services organization, with $1.46 trillion in assets […]
Resolve customer issues via two-way SMS (text messaging) in Amazon Connect
Introduction As of 2023, short messaging service (SMS) has a global reach of approximately 5 billion unique users. With 80% of adults using text messaging for communication, it is an essential tool for reaching a wide audience. Amazon Connect two-way short messaging service (SMS) capabilities enabling you to resolve customer issues via text messaging. It […]
Enable agent contact history in Amazon Connect agent workspace as a third-party (3P) application
Contact center agents juggle dozens of customer interactions daily. Without easy access to their recent call history, valuable context gets lost between conversations. Amazon Connect provides agents with powerful tools to manage real-time voice and digital interactions. One valuable enhancement is the ability for agents to view a personalized summary of their recently handled voice […]
Tailored support at scale: Turning a unified Salesforce KB into LOB-focused AI agents
In today’s hyper-connected world, customer support teams must juggle an ever-growing portfolio of products and services all within a single CRM like Salesforce. Agents need instant access to the right information, yet they too often find themselves wading through a monolithic, consolidated knowledge base that spans every line of business (LOB) from telecom billing to […]
Drive insights of customer’s self-service IVR journey with Amazon Connect and personalized dashboards
Customers typically want access to their contact center data to drive better decisions. Amazon Connect flows are a great place to capture metrics and drive outcomes. These flows define how customers experience your contact center from start to finish. At the most basic level, flows enable you to customize your IVR (interactive voice response) system. […]
Automate transaction confirmation using outbound calls with Amazon Connect
As financial institutions continue to embrace digital transformation, the reliance on traditional phone interactions to engage with corporate clients remains prevalent. For instance, in many countries, regulations mandate that banks confirm transaction details with their clients via phone (“affirmations”). The banks must also record these calls for future audits for compliance and quality assurance. These […]
Automate agent onboarding with Amazon Connect using Okta
The efficiency of agent onboarding directly impacts the success of today’s contact centers. With frequent staffing changes driven by business needs, seasonal variations, and specialized skill requirements, organizations must streamline and secure their onboarding processes. By automating manual tasks such as provisioning and deprovisioning, organizations can significantly reduce errors, improve security, and accelerate the onboarding […]
Transform customer data into personalized customer experiences with Amazon Connect Customer Profiles and Outbound Campaigns
Introduction Contact center teams are increasingly motivated to communicate with customers to address potential issues before they arise. By anticipating and meeting customer needs proactively, organizations aim to improve customer loyalty and ultimately increase revenue by preventing customer dissatisfaction and churn. But, to be effective, proactive communication needs to be personalized, engaging, and connected across […]