AWS Contact Center

Tag: Amazon Connect

Create, update, and check the status of Amazon Connect Cases using Amazon Connect Contact Flows

Often, contact center agents need to handle complex issues that require multiple interactions, research, and detailed tracking and notation of next steps and status. For example, IT organizations need to be able to track troubleshooting steps, milestones, actions taken, and results of actions. Case management tools provide a solution that consolidates history of a specific […]

Image of an example step-by-step guide for the Amazon Connect agent workspace

Getting started with step-by-step guides for the Amazon Connect agent workspace

One of the biggest challenges contact centers face is training new agents to get up to speed with their agent application. Until agents become proficient, more time is needed to address end-customer needs effectively. Contact centers on average have an annual agent attrition rate between 30-45%. So, improving an agent’s immediate productivity is a top […]

Use Alexa devices to initiate customer service with Amazon Connect

Introduction Customers expect multiple channel options when contacting customer service departments. Amazon Alexa smart speakers have become increasingly popular in households globally. Contact center innovators can exceed customer expectations by enabling Alexa as an additional channel with Amazon Connect. Adding Alexa as a channel will provide customers with additional choice and convenience, resulting in a […]

Redacting sensitive data in the chat message streaming API for Amazon Connect

Introduction Organizations today strive to provide increasingly personalized customer journeys. For example, up-selling new products based on history of interest in related products. Data collection drives the ability for businesses to personalize – data is valuable and the more collected, the more impact a personalized experience can have. Businesses must be able however to balance […]

Configure single sign-on using OneLogin for Amazon Connect

Single sign-on (SSO) enables users to access multiple applications securely via a single ID and password. This reduces the headache of remembering multiple username and passwords for users in an organization. Contact Centers are no different and the ability to utilize SSO for contact center applications is a common requirement. Amazon Connect support’s identity federation […]

Combine data from multiple sources using Amazon AppFlow and build unified Amazon Connect Customer Profile for contact center agents

Introduction A prior understanding of customers’ journey and their engagement with a business is essential for contact center agents to deliver personalized customer service experience. Businesses want to improve their customer satisfaction scores (CSAT). To do so, they need to equip their agents and automated experiences with information about customers, e.g., previous transactions and call […]

AWS recognized as a Visionary in the 2022 Gartner Magic Quadrant for Contact Center as a Service

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2022 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Visionary for the third consecutive year. We believe this placement speaks to the innovative contact center capabilities AWS is offering customers […]

Architecture diagram showing the data flow betwen AWS services for data analytics

Use Amazon Connect data in real time with Elasticsearch and Kibana

September 8, 2021: Amazon Elasticsearch Service has been renamed to Amazon OpenSearch Service. See details. In this blog post, we demonstrate how you use Amazon Elasticsearch Service (Amazon ES) and Kibana for real-time analytics for your Amazon Connect contact center. You can monitor your contact center performance to improve a variety of service metrics, such […]

Integrate Salesforce knowledgebase with Amazon Connect Wisdom

Today’s end-user expects speedy and personalized customer service and does not wish to spend time waiting on a call while an agent is searching for information about the case. When customer service agents need access to information to assist a customer, they lose time trying to navigate various data sources in silos: frequently asked questions, […]

Automate appointment reminders using Amazon Pinpoint and Amazon Connect

Missed appointments result in thousands of dollars in lost revenue per year across industries. No shows waste precious time for subject matter experts waiting for customers. Some businesses manually remind their customers before the appointments; however, this is inefficient, not scalable, and costs productivity and money. An agentless outbound dialing campaign for appointment reminders is […]