AWS Contact Center

Tag: #amazonconnect

Managing Agent Quality using Amazon Connect Contact Lens and Evaluation Capabilities

Introduction Organizations often struggle to gain a complete view of their agents’ performance. This is due to the large volume of interactions and the various channels through which they communicate with customers. Additionally, filtering relevant data points for performance analysis can be a difficult task. Fortunately, Contact Lens for Amazon Connect offers agent performance evaluation […]

Web application for managing Amazon Connect contact center custom prompts

Introduction Amazon Connect contact center allows you to create dynamic voice prompt playback using Amazon Simple Storage Service (S3). All the custom prompts are stored as audio files on Amazon S3. As the number of files increase, it becomes challenging to manage these files and audit changes. Business users would need access to AWS Management […]

How to programmatically access Amazon Connect Rules using APIs

Many businesses today use Amazon Connect Rules, a feature of Contact Lens for Amazon Connect, through Amazon Connect console for creating and managing rules. This restricts businesses who want to manage the automation of rules creation and management from any home-grown or third-party solution outside of the Amazon Connect console. Amazon Connect Rules now launched […]

Create Custom Reports for Amazon Connect Cases

Introduction Amazon Connect Cases allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. As an organization, it becomes important to define performance metrics for resolving cases and identifying any bottlenecks. Amazon Connect supports Cases events streams which provide you with near real-time updates […]

Analyze Amazon Connect agent event stream with Amazon Athena and Amazon QuickSight-part 5

Introduction Organizations want contact center reporting and analytic capabilities for agents’ activities. This enables them to manage agent staffing and optimizing the contact center work force operations. Contact center platforms with limited integration capability make it challenging to generate custom reports and perform advanced agent activity analytics. Amazon Connect agent event streams are Amazon Kinesis […]

Click to Call in Amazon Connect

Customers can try to find answers on company websites or mobile app before contacting customer service. Customer experience executives have struggled to carry that web or mobile click-stream behavior and context into the contact center interaction. The idea of creating a continuation of customer journey from web/mobile into the contact center for personalization, automation, and […]

Amazon Connect – Best practices for running outbound campaigns

Many contact center managers want to proactively reach out to more customers by leveraging high-volume voice, SMS and email capabilities to keep them engaged, informed, and on schedule for appointments, bill payments, or other events and activities. The vast majority of these communications are phone calls, and in many contact centers, agents make the calls […]

Analyze Amazon Connect Chat sentiments using Contact Trace Record, Amazon Athena and Amazon QuickSight–Part 3

Note: This is the third blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Organization that offer web chat as a communication channel strive to get insights into their customers’ […]

Routing contacts based on performance objectives in Amazon Connect: Service level (part 1)

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to deliver a high-quality customer service experience. The strategies 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. This is […]

Analyze Amazon Connect Contact Lens using Contact Trace Record, Amazon Athena, and Amazon QuickSight–Part 2

Note: This is the second blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the capability to improve the efficiency of their contact center’s quality analysis process. […]