Category: Technical How-to

To authenticate callers, contact centers often use a time-consuming process where callers have to answer multiple questions verifying their personal details, like social security number, date of birth, and mother’s maiden name. This process is costly, time-consuming, and leads to poor customer experiences. Amazon Connect Voice ID provides real-time caller authentication, which makes voice interactions […]

As businesses increasingly use digital channels for customer service, they are more regularly turning to chatbots to deliver fast, positive customer experiences while reducing costs. Whether the customer has a question about a product feature, billing issue, or product return, an interactive chatbot helps them avoid wait times and get clear answers quickly. However, many […]

Preventing duplicate callback requests in Amazon Connect Callback mechanisms are important in contact centers today because it allows callers to reserve their place in the queue without actually staying on the line. When their turn in the queue arrives, they receive an automatic callback from the contact center saving them precious time and providing an […]

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 […]

Amazon Connect enables you to create dynamic, personalized user engagements by integrating your contact center with AWS Lambda to access virtually any backend system, customer relationship management system, or other AWS services. Currently, Amazon Connect allows you to specify AWS Lambda functions in Contact Flows through the user interface. However, Amazon Connect calls the latest […]

With the growth in smartphone usage, more and more customers are using phones as their primary means of communication. Given people are frequently using apps, customers may prefer to interact with a company via chatting through an app compared to calling customer service. By providing customers with an option to chat directly from an app […]

One of the most common requests in the contact center space is for a wallboard – a real-time dashboard of information relevant to the staff or management who work there. Normally this is displayed on a large screen in the contact center. Data on the wallboard generally come from the contact center service, but you […]

As companies aspire to go global with their products and services, there is an increasing business need to offer voice customer experiences in a number of languages. The need to provide multilingual customer experiences can also arise from the local, state, or international regulatory requirements. Sometimes within the same geographic region, customer segments may speak […]

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 […]