AWS Contact Center

Category: Technical How-to

Use Contact Lens for Amazon Connect to streamline call transfers with real-time AI powered insights

In the contact center world, agents frequently transfer calls, whether it is because the customer is routed to the incorrect department, or the customer’s situation requires an escalation. In some of these cases, the contact information collected by the first agent is not always available when a second agent or supervisor is talking to the […]

Read More

Automate agent workflows with the Salesforce CTI Adapter

Automate agent workflows with Salesforce CTI Adapter CTI Flows Many applications offer the ability to automate the agent workflows, however, this is an esoteric task that requires specialized coding skills. Starting with version 5, the Amazon Connect CTI Adapter for Salesforce introduced the concept of CTI flows. CTI flows is a graphical user interface similar to […]

Read More

Unify and organize customer information with Amazon Connect Customer Profiles with the pre-built Amazon S3 connector

When a customer contacts your contact center, understanding their context is key to providing a great experience. To help you deliver more efficient and personalized customer service, Amazon Connect Customer Profiles helps you create a unified view of a customer’s profile with the most up to date information, to provide more personalized customer service. With […]

Read More

Create a holiday calendar in Amazon Connect

During the holidays, different customer service mechanisms are deployed by contact centers based on their business needs. Some might want to extend their hours of operation due to influx of calls, while others might want to offer decreased or no hours of operation due to limited staffing. In either scenario, offering a flexible and easy […]

Read More

Programmatically manage contact flows with new Amazon Connect APIs

Amazon Connect, an easy to use contact center service, allows contact center managers to build contact flows in a single user interface. Typically, contact centers have more than one contact flow that serve a number of different purposes. However, there are often cases in which certain aspects of one contact flow must be replicated in […]

Read More

Managing queues with a new API in Amazon Connect

Contact center administrators managing skills-based routing profiles often struggle to keep up with rapidly changing business requirements. New queues, labeled as skills traditionally, are required to meet changing routing and reporting needs. Adding or updating queues, associating or disassociating quick connects, and updating hours of operation for queues are some of the most frequently performed […]

Read More

Managing quick connects with a new API in Amazon Connect

In the contact center world, agents frequently transfer contacts to other agents or queues. They also transfer calls to external Direct Inward Dialing (DID) or toll-free numbers. This may mean scanning hundreds of numbers to find the correct one to dial. Transferring the customer to the wrong destination also leads to inefficiency and frustration. Maintaining […]

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

Predict customer contact intent using AI and Amazon Connect

Customers engage with businesses using a multitude of contact channels like voice, messaging, web, and social media. Each interaction includes customer identification, verification, and understanding the intent. This is followed by servicing the contact intent using either automated or live assistance. The primary customer need is expedited assistance to resolve the reason for the contact. […]

Read More

Provide easy communication with doctors and streamline billing for patients with Amazon Connect

The COVID-19 pandemic has forced many service industries to provide remote alternatives. The contact center has become a valuable resource for their customers. For healthcare providers, telehealth visits are a core service that may be supported by a contact center. However, legacy contact centers often make it difficult for patients to connect with their health […]

Read More