AWS Contact Center

Introduction Contact center supervisors, managers, compliance, workforce analysts, and others monitor the real-time performance of their contact center, including agent, queue, and routing profile performance, using the real-time metrics dashboard in the Amazon Connect console. Furthermore, as mentioned in the previous blog post, organizations today are challenged by an evolving privacy and regulatory landscape, which […]

Introduction Organizations often struggle to gain a complete view of their agents’ performance. This is due to the large volume of interactions and the various channels through which they communicate with customers. Additionally, filtering relevant data points for performance analysis can be a difficult task. Fortunately, Contact Lens for Amazon Connect offers agent performance evaluation […]

Following AWS’s best practices on multi-account strategy, customers launch and maintain their Amazon Connect instances across multiple accounts and Regions depending upon their products, groups, departments, etc. This allows individual business owners, developers, engineers etc. to make changes to their own independent Amazon Connect environments. In such a scenario, customers need a central mechanism to […]

Customer satisfaction (CSAT) is one of the top metrics used to measure the customer’s perceptions after an interaction in your contact center. CSAT post-call surveys are important as a diagnostic tool to fine-tune the experience and service delivered in a contact center. They not only assess perceptions of experiences, but also help an organization understand […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]