Tag: Amazon Connect
Introduction Organizations need in-depth analytics on their outbound campaign performance. Amazon Connect contact event stream, near real-time streaming of contact (voice calls, chat, and task) events (for example, call queued), lets you dive deep into the analytics of your outbound campaign. In this blog we’ll show you how you can generate custom reports for outbound […]Read More
Often contact center agents struggle to locate customer information that is stored in disparate locations. As a result they end up asking the customers to repeat their details, resulting in longer average handle times (AHT). These interactions, also need to be tracked along with detailed notes, next steps, and status of the issue at hand. […]Read More
Many businesses today are constrained by legacy contact center technologies that only allow inbound communications, which forces them to rely on separate applications and tools to reach customers with outbound communications. Integrating tools for outbound communications into contact centers is time consuming, expensive, and difficult to manage because each outbound communication channel (calls, texts, or […]Read More
Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to deliver a high-quality customer service experience. The strategies 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. This is […]Read More
A contact center solution and a contact center career, on parallel trajectories Today, customer experience (CX) is the fate of the business. In a more virtual world where customers and sellers interact less often in person, the contact center is the CX. The cloud has driven a dual paradigm shift, elevating not only what customers […]Read More
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 […]Read More
Several businesses require dynamic management of their contact center’s Toll free or Direct inward dial (DID) phone numbers. This need may arise because of use cases such as rapid publishing of marketing hotline numbers, or releasing a new line of sales product or even to set up a brand new area of support. Additionally, associating […]Read More
Provide call sentiment analytics to agents using real-time contact analysis segment streams in Contact Lens for Amazon Connect
Agent experience is a crucial aspect of contact centers and their interactions with end consumers define the customer experience of a business. In such a scenario, providing agents the right tools and information in a timely fashion is key to ensuring first call resolution, decreased average handling times and increased customer satisfaction score. Call sentiment […]Read More
When managing your contact center, call quality has a significant impact on the customer experience. If your agents take calls on Amazon Connect using the softphone over the internet, the audio quality is typically high. However, changes in networking conditions can result in varying audio quality from factors such as increased latency or packet loss.
By capturing and storing real-time call metrics, you can proactively monitor call quality. In this blog, we describe a solution which captures real-time metrics from the Amazon Connect softphone, creates easily understandable dashboards from the metrics, and makes this data searchable for further analysis.
The dashboards give your contact center supervisors and operators insights into the customer experience from both a business and operational lens. They can help you answer questions like how many calls are abnormally short, how many calls experience poor audio quality, and other common operational questions. This allows your business to take actions to improve the customer experience.Read More
Introduction Many organizations want the capability to perform analytics on the contact center data for an extended period and build custom reports for different business needs. Since Amazon Connect is an open platform and offers APIs and mechanisms to integrate with third party reporting application, organizations can stream Contact Trace Record (CTR) to Amazon Kinesis […]Read More