Tag: Amazon Connect

The widespread interest in generative artificial intelligence (AI) has created a renewed focus on the power of AI to solve for business challenges, especially for customer service. Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. According to McKinsey, customer experience (CX) is […]

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2023 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Leader for the first time since Amazon Connect, our flexible, AI-powered cloud contact center, was launched in 2017. We believe this […]

Introduction Agents play a critical role in a company’s customer experience strategy. They are often the primary point of contact for customers when they have questions, concerns or complaints. The quality of customer service provided by agents can have a significant impact on customer satisfaction and loyalty. Moreover, agents are not identical and perform at […]

Introduction Contact center supervisors, managers, compliance, workforce analysts, and others monitor the real-time performance of their contact center, including agent, queue, and routing profile performance, using the real-time metrics dashboard in the Amazon Connect console. Furthermore, as mentioned in the previous blog post, organizations today are challenged by an evolving privacy and regulatory landscape, which […]

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Today, contact centers adopting Amazon Connect Voice ID are seeking insights from aggregated metrics such as number of successful enrollments and authentications over […]

Traditionally, contact center agents required several disconnected applications to handle simple customer interactions. For example, this includes: contact control panels, customer profile information, knowledge articles, and wikis. Amazon Connect agent workspace offers a unified experience for contact center agents to access the tools they need to address customer calls effectively. Within the agent workspace, step-by-step […]

Aug 27, 2024: This blog was updated for up-to-date product capabilities. Onboarding new contact center agents presents a common hurdle in training them to skillfully use their workspace. Agents initially require more effort to serve customers while working toward proficiency. With average annual attrition rates of 30-45%, enhancing agent productivity right away is a top […]

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality customer service. The methods 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. Part 1 of this […]

Providing excellent customer service is crucial to the success of any business in today’s highly competitive world. Contact centers are often one of the main points of interaction with customers, and call recordings are a valuable tool to help a business deliver the best customer experience possible. Providing a rich source of insightful information, they […]

Organizations are increasingly using speech recognition to create powerful conversational interfaces in the contact center, enabling self-service, user identification, and caller authentication based on users’ spoken natural language. These capabilities create delightful experiences for the user and improve containment rates and customer satisfaction scores. Oftentimes, in order to authenticate callers, organizations typically must collect alphanumeric […]