Tag: agent

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 » One of the biggest challenges contact centers face is training new agents to get up to speed with their agent application. Until agents […]

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 […]

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 […]

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 […]

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 […]

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 […]

Introduction Contact center managers are always looking for ways to reduce the time callers spend in a queue waiting for available agents. Providing a callback option significantly improves the customer experience and optimizes the operational costs of your contact center. Callback capabilities are offered natively with Amazon Connect. Callers leave their phone number so the […]

Introduction Organizations want contact center reporting and analytic capabilities for agents’ activities. This enables them to manage agent staffing and optimizing the contact center work force operations. Contact center platforms with limited integration capability make it challenging to generate custom reports and perform advanced agent activity analytics. Amazon Connect agent event streams are Amazon Kinesis […]