Tag: Amazon Connect

At this time last year, AWS saw more than 5,000 new cloud-based contact centers spring up to deal with the fallout of the COVID-19 pandemic. Customers chose Amazon Connect because it is easy to set up, use, and scale. One of those customers was the Government of Canada, launching a cloud-based call center for its […]

Amazon Connect, an easy to use contact center service, allows contact center managers to build contact flows in a single user interface. Typically, contact centers have more than one contact flow that serve a number of different purposes. However, there are often cases in which certain aspects of one contact flow must be replicated in […]

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 » Creating a secure IVR solution with Amazon Connect The contact flows in Amazon Connect can be used to create dynamic Interactive Voice Response […]

Contact center administrators managing skills-based routing profiles often struggle to keep up with rapidly changing business requirements. New queues, labeled as skills traditionally, are required to meet changing routing and reporting needs. Adding or updating queues, associating or disassociating quick connects, and updating hours of operation for queues are some of the most frequently performed […]

Contact centers are commonly seen as cost centers—and have evolved over the last few years into multichannel customer service platforms that also drive service and sales. Organizations try to optimize the costs of running contact centers down to fractions of percentage points. The largest expense is usually human cost, a blend of employee salaries and […]

Customers engage with businesses using a multitude of contact channels like voice, messaging, web, and social media. Each interaction includes customer identification, verification, and understanding the intent. This is followed by servicing the contact intent using either automated or live assistance. The primary customer need is expedited assistance to resolve the reason for the contact. […]

As businesses increasingly use digital channels for customer service, they are more regularly turning to chatbots to deliver fast, positive customer experiences while reducing costs. Whether the customer has a question about a product feature, billing issue, or product return, an interactive chatbot helps them avoid wait times and get clear answers quickly. However, many […]

Customers have had to create and maintain their agent hierarchy structure manually in Amazon Connect and keep it in sync with their internal systems of record. Every time an agent was added or removed or changed the department or location they worked at, their hierarchy settings needed to be manually changed in Connect. This was […]

Overview of the solution Corporations today can accumulate hundreds or even thousands of telephone numbers, making it difficult to keep an accurate inventory or know the treatment for each number. Sales and marketing departments can have a different number for every marketing campaign, or customer service may have numbers for every support center. Businesses want […]

Contact centers operate with ever-changing conditions related to interaction volumes, staffing, and the ability to optimize resources to address customer needs. One of the biggest challenges with achieving operational efficiency is knowing how to quickly make routing changes to adapt to emerging customer trends on a case by case basis. Historically, contact center administrators had […]