AWS Contact Center

Tag: Amazon Connect Streams API

Improve your customers experience by adjusting your agents’ availability status

Michael Goligorsky, Sr. Solutions Architect, Amazon Connect As organizations increasingly compete on the basis of great customer experience, contact center performance has become a critical business focus. Contact centers rely on agents to provide great customer service with every interaction. Without productive agents, you risk losing your customers, reputation, and revenue. Given this, it is […]

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Cold Transfers with Amazon Connect

Making Cold Transfers Using the Amazon Connect Streams API

In most contact centers, the agents’ time is the most valuable commodity. Contact center supervisors make the most of that time by reducing the average handle time of interactions, so that agents can quickly address customer issues and move on to the next interaction. This approach has a broader impact on contact center key performance […]

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