AWS Contact Center
Tag: Amazon Lex
Unlocking the full potential of Amazon Connect
Today’s consumers have high expectations – and your customers are no exception. Every business is racing to stay ahead with the latest technical innovation that can improve service, reduce costs, and help target strategic growth. Amazon Connect is one of these solutions – powered by the might of AWS technology and AI, it’s a modern […]
Drive insights of customer’s self-service IVR journey with Amazon Connect and personalized dashboards
Customers typically want access to their contact center data to drive better decisions. Amazon Connect flows are a great place to capture metrics and drive outcomes. These flows define how customers experience your contact center from start to finish. At the most basic level, flows enable you to customize your IVR (interactive voice response) system. […]
Improving customer engagement with modern voice experiences
In today’s fast-paced world, customers expect interactions that are seamless, efficient, and personalized. Cloud technology is stepping up by transforming traditional systems into dynamic solutions that meet those demands. One of the most significant advancements is the shift to cloud-powered, conversational Interactive Voice Response (IVR) systems. This intelligent solution is revolutionizing how businesses engage with […]
CSC Generation transforms customer support with Amazon Connect
Introduction In this blog post, CSC Generation Holdings, Inc. (CSC Generation) shares why it moved to Amazon Connect to support customer service operations across its multiple brands. CSC Generation is a multi-brand technology platform that helps retailers such as One Kings Lane and Sur La Table transform into high-performing, digital-first brands. These retailers’ primary customers […]
Using SMS to accept alphanumeric entry for voice calls with Amazon Connect
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 […]
Easily create and visualize post chat surveys with Amazon Connect and Amazon Lex
Contact centers face a challenge of having to constantly improve on the contact center experience based on customer feedback. In order to so, it is important that contact centers collect reliable and measurable data. Contact centers can implement post chat customer satisfaction surveys that allow for actionable feedback on user experience and agent performance. Customer […]
Build a drug reminder service with AWS IoT, Amazon Lex, and Amazon Connect
Taking medications as prescribed is essential for any illness treatment. However, it can become confusing when there are multiple pills to be taken at different times of the day. This becomes more problematic for patients with mild cognitive impairment, Alzheimer’s or other kinds of dementia. Some medications are prescribed three times a day, while others […]
How COVID-19 has changed the way customer service leaders think about contact centers
Global emergencies dramatically shift daily routines, forcing companies to react quickly to change the way they support employees and customers. COVID-19 has changed the way we work, including the contact center space. Despite the benefits of cloud contact centers, many organizations don’t have the solutions to support virtual contact centers. This leaves companies maintaining buildings […]
Building an Automated AI Experience with Amazon Connect and Salesforce Service Cloud
Last year we announced the first release of the Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce. We have seen a number of Enterprise customers leveraging this integration to build innovative customer experiences. Based on customer feedback, we have released version 2 of the CTI Adapter with the following additional functionality: Improved Salesforce screen […]