AWS Contact Center

In 2022, re:Invent returned to in-person gathering of over 50,000 attendees and exciting line-up of launches, keynotes, and sessions. Attendees witnessed new solutions, and delved deep into customer experience innovation, particularly with regards to Amazon Connect. This includes many new trailblazing capabilities including new chat analytics, Agent Workspace, and capacity planning tools. If you missed it, take […]

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 today are challenged by an evolving privacy and regulatory landscape, which can vary by geography, industry, or business need. To comply with these privacy regulations, contact center administrators are often required to enforce least-access privileges to sensitive resources used within their contact centers. With the tag-based access controls in Amazon Connect, you can […]

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 […]

To build a customer centric culture many organizations have altered their efforts to focus on differentiating their customer experiences. Wowing your customers through the contact center will make it easy for your customers to continue to do business, engage, and build loyalty with you. Amazon is excited to announce Supervisor Barge for Amazon Connect Voice […]

When customers reach out for support using chat they will often need support from an agent. Setting expectations on when an agent will be available to assist helps keep customers engaged. Contact centers can inform customers about their position in queue to keep the customer informed. Using this solution, you can keep your Amazon Connect […]

Many businesses today use Amazon Connect Rules, a feature of Contact Lens for Amazon Connect, through Amazon Connect console for creating and managing rules. This restricts businesses who want to manage the automation of rules creation and management from any home-grown or third-party solution outside of the Amazon Connect console. Amazon Connect Rules now launched […]

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 […]