Tag: Amazon Connect

When customers reach out for support using chat they will often need support from an agent. Setting expectations on when an agent will be available to assist helps keep customers engaged. Contact centers can inform customers about their position in queue to keep the customer informed. Using this solution, you can keep your Amazon Connect […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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, […]

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 […]

Introduction To get the most advanced analytics benefits, organizations need a robust platform and a cost-effective solution to run a thriving contact center. This is achieved by building a data lake on Amazon Simple Storage Service (S3). Amazon Connect Data Lake Best Practices whitepaper lays out the various data sources within Amazon Connect, and steps […]