AWS Contact Center
Exploring use cases for Amazon Connect step-by-step guides
Contact centers aim to provide consistent, high quality customer experiences. However, this requires agents to be aware of the relevant customer information and business rules in order to deliver the best service. Traditionally, agents used multiple applications to handle customer interactions. Amazon Connect agent workspace is a unified experience for contact center agents to access […]
How to analyze Amazon Connect Voice ID metrics using Amazon CloudWatch
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 […]
AWS’s Amazon Connect recognized as a Leader in 2023 Forrester Wave for Contact Center as a Service
Amazon Web Services (AWS) was named a leader in The Forrester Wave™: Contact Center as a Service, Q1 2023 for the first time since Amazon Connect, our easy-to-use cloud contact center, was launched in 2017. We believe this leader placement reflects the rapid pace of innovation and continued success customers of all sizes see delivering […]
Best practices for Amazon Connect step-by-step guides
Traditionally, contact center agents required several disconnected applications to handle simple customer interactions. For example, this includes: contact control panels, customer profile information, knowledge articles, and wikis. Amazon Connect agent workspace offers a unified experience for contact center agents to access the tools they need to address customer calls effectively. Within the agent workspace, step-by-step […]
Getting started with step-by-step guides for the Amazon Connect agent workspace
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 » One of the biggest challenges contact centers face is training new agents to get up to speed with their agent application. Until agents […]
Routing contacts based on performance objectives in Amazon Connect: Agent Occupancy (part 2)
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 […]
Provide WhatsApp messaging as a channel with Amazon Connect
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 » Organizations are striving to provide more personalized experiences to meet customer expectations. Today, consumers can pick from a range of rich digital messaging […]
Web application for managing Amazon Connect contact center custom prompts
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 […]
Best practices: Managing call recordings in Amazon Connect
Providing excellent customer service is crucial to the success of any business in today’s highly competitive world. Contact centers are often one of the main points of interaction with customers, and call recordings are a valuable tool to help a business deliver the best customer experience possible. Providing a rich source of insightful information, they […]
Top 10 Amazon Connect blog posts of 2022
Over the course of 2022, we have seen organizations who use Amazon Connect, create innovative experiences on behalf of their customers. This includes leveraging machine learning capabilities and insightful analytics to identify trends and areas for improvement in customer service. In this blog post, we wanted to recap some of the frequently deployed and tested […]