Category: Uncategorized

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 […]

Having access to data within an Interactive Voice Response (IVR) solution can help customers find the information they need and resolve their problems quickly. Unfortunately, data is not always easily accessible. Sometimes it resides in legacy systems that are slow and complex, and the last thing you want is to leave a customer waiting on […]

When a crisis like COVID-19 occurs, companies are unsure how it will impact their employees, customers, and community. During unprecedented times, many companies prioritize the health of their employees while keeping their business running. Maintaining this balance is difficult, especially when doing so manually is cumbersome. In response, companies have experimented with automated contact center […]

In most contact centers, the agents’ time is the most valuable commodity. Contact center supervisors make the most of that time by reducing the average handle time of interactions, so that agents can quickly address customer issues and move on to the next interaction. This approach has a broader impact on contact center key performance […]

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 […]

Today, AWS announced Contact Lens for Amazon Connect, a set of capabilities for Amazon Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. Amazon Connect is an omnichannel cloud […]

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 » Two-way contact center communications are a powerful tool with which modern businesses can convey information, make inquiries, and report issues to customers—and vice […]

At some point, you have likely had to hang up after waiting on the phone for an agent to help you. You lost your spot in the queue, without the option to leave a voicemail or receive a callback. This experience is exceptionally frustrating for users, and also damaging to a business from both a […]

If a caller ID is local, customers are more likely to answer an incoming call. Because it’s unlikely that contact center agents are always local, our partners wanted to use Amazon Connect to place outbound calls using a local number, picked dynamically by the agent. This post presents a simple way to accomplish this, using […]

Amazon Connect’s native integrations with other AWS services like AWS Lambda allow you to create dynamic, personalized experienced for your callers. In this blog post we will use AWS Lambda and Amazon DynamoDB to: Create an AWS Lambda function from the sample provided. Integrate your Lambda function with your Amazon Connect instance, letting you perform […]