Tag: agents

Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]

Introduction Contact center agents assist customers with topics that involve complex workflows. Within the Amazon Connect agent workspace, step-by-step guides support agents with clear instructions on how to handle a particular use case. Step-by-step guides are agent facing workflows that can branch based on decisions and send & receive data from external systems. Guides increase […]

In today’s fast-paced business landscape, delivering exceptional customer experiences is paramount. Customers expect seamless, personalized support across every touch point, and businesses are constantly seeking new ways to meet these evolving demands. As an artificial intelligence (AI)-powered cloud contact center solution, Amazon Connect is helping organizations across industries leverage the latest advancements in technology to […]

AWS re:Invent 2023 showcased some of the most promising innovations and concepts for a future that will be shaped by generative AI. AWS services continue to be central to that future, and they are evolving to support it. At re:Invent 2023, we announced new generative AI features communication channels that are directly integrated into Amazon […]

AWS re:Invent 2023 is approaching quickly, and Amazon Connect is gearing up to welcome attendees from around the globe in Las Vegas November 27 – December 1. This year, attendees can check out an exciting array of presentations, hands-on learning experiences, and more, curated by the Amazon Connect team. With so much buzz around generative […]

EDITOR NOTE: This blog is an example starter project designed to provide a demonstration and basis for builders to create their own solutions. It should not be considered Production-ready. If you plan to deploy and use this in a Production environment please review Using this in Production for additional guidance. If you need additional support […]

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 […]

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 […]

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 […]

Overview Businesses and enterprises that offer customer service are often required to support their customers 24/7. This makes it possible for businesses to handle urgent and important calls, and provides customers the option to call in at their convenience.  When support services aren’t available or they fall offline, businesses are at risk of customers getting disconnected, or […]