Tag: Amazon Connect

In the medical field, cardiologists rely on heart monitoring devices to capture patient baselines and trends that enable them to predict and treat heart disease and defects. Similarly, in the contact center field, the ability to monitor and detect anomalies is essential in maintaining a healthy contact center environment. With Amazon Connect and Amazon CloudWatch […]

Chat is becoming a preferred channel for customer interactions. Salesforce Experience Cloud (SEC) helps companies create websites, storefronts, and mobile apps. SEC can personalize customer engagement with pre-built templates. It offers self-service capabilities, and integrates with customer relationship management (CRM) solutions. Adding Amazon Connect chat to SEC allows you to experience high-quality digital interactions. SEC […]

As customer engagement expectations become increasingly advanced, contact center managers find themselves in need of granular visibility of their contact center usage. For example, customers seek to understand usage patterns by agent, business division, caller intent, routing queue, or customer segment. Amazon Connect provides a real-time performance dashboard so that you can monitor the overall health of […]

In a busy contact center, agents can often be routed contacts back-to-back, making it difficult for agents to go offline or on a scheduled break. Amazon Connect now offers the ability for agents to set a next status while on a contact. An agent can pause new contacts from being routed to them while finishing […]

With Amazon Connect, contact center agents can either use the Contact Control Panel (CCP) soft phone or send calls to a desk phone (a PSTN or mobile number) when answering calls. Sending a call to the desk phone is considered an outbound call from Amazon Connect and comes with additional cost.  If there are a […]

Single sign-on (SSO) is an authentication mechanism that allows users to access multiple applications securely with a single set of credentials. Users no longer need to remember multiple usernames and passwords, allowing them to maintain a singular experience for authenticating into multiple applications. Contact Centers applications are no different and require the ability to utilize […]

Agents are a core part of a contact centre. At peak times, they manage long queues and look through multiple systems for the information requested by their customers. During a call, agents may need to reconfirm information with the customer that they already gave in the Interactive Voice Response (IVR) system. This may include the […]

Contact center managers must often add and remove agents quickly, or manage agents as a group. The ability to do so efficiently and in bulk is essential to the timely management of contact center agents. Amazon Connect currently offers methods to perform bulk user (agent) creation and bulk user updates within the User Management functions […]

In the contact center world, agents frequently transfer calls, whether it is because the customer is routed to the incorrect department, or the customer’s situation requires an escalation. In some of these cases, the contact information collected by the first agent is not always available when a second agent or supervisor is talking to the […]

At the beginning of an interaction, contact center agents often spend time navigating between duplicate customer profiles across CRM, marketing, billing, shipping and ticketing systems. While the agent is finding the most accurate customer profile, the customer is waiting on a hold resulting in poor customer experience. As per a report by Experian, as many […]