Category: Technical How-to

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Today, contact centers adopting Amazon Connect Voice ID are seeking insights from aggregated metrics such as number of successful enrollments and authentications over […]

Aug 27, 2024: This blog was updated for up-to-date product capabilities. Onboarding new contact center agents presents a common hurdle in training them to skillfully use their workspace. Agents initially require more effort to serve customers while working toward proficiency. With average annual attrition rates of 30-45%, enhancing agent productivity right away is a top […]

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality customer service. The methods 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. Part 1 of this […]

EDITOR NOTE: This blog is an example starter project designed to provide a demonstration and basis for builders to create their own solutions. It should not be considered Production-ready. If you plan to deploy and use this in a Production environment please review Using this in Production for additional guidance. If you need additional support […]

Introduction Amazon Connect contact center allows you to create dynamic voice prompt playback using Amazon Simple Storage Service (S3). All the custom prompts are stored as audio files on Amazon S3. As the number of files increase, it becomes challenging to manage these files and audit changes. Business users would need access to AWS Management […]

Organizations are increasingly using speech recognition to create powerful conversational interfaces in the contact center, enabling self-service, user identification, and caller authentication based on users’ spoken natural language. These capabilities create delightful experiences for the user and improve containment rates and customer satisfaction scores. Oftentimes, in order to authenticate callers, organizations typically must collect alphanumeric […]

Introduction Organizations want the ability to monitor operational and system level metrics of their Amazon Connect instances. Right sizing Service Quotas is important to deliver satisfactory contact experiences, meet service level targets, and optimize AWS resources. Amazon Connect provides operational metrics at the instance level. Amazon Connect automatically sends instance and queue metrics to Amazon […]

Several organizations today integrate Amazon Connect with Salesforce within their contact centers for voice and chat interactions. They also use Salesforce to handle inbound email communications. While Amazon Connect Salesforce CTI adapter provides a seamless integration between the two, some companies prefer a single routing mechanism for all channels and a unified reporting view for […]

Often, contact center agents need to handle complex issues that require multiple interactions, research, and detailed tracking and notation of next steps and status. For example, IT organizations need to be able to track troubleshooting steps, milestones, actions taken, and results of actions. Case management tools provide a solution that consolidates history of a specific […]

In many contact centers, a large amount of invaluable communication resides in chat interactions that can dictate the image of an organization. Deriving conversational analytics from these chat interactions can help identify crucial product feedback, improve agent enablement, and boost overall customer experience for a business. Contact Lens for Amazon Connect recently announced general availability […]