Tag: #amazonconnect

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 […]

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. […]

User management is a critical component of a contact center. Typical use cases include creating and updating user profiles. However, another significant use case is searching for and reporting on these users based on unique characteristics such as their profiles or tags. Amazon Connect now provides an API using which customers can search for contact […]

Amazon Connect, our cloud contact center on demand, allows playing prompts uploaded to the Amazon Connect instance, or playing dynamic TTS prompts (Text to Speech) using Amazon Polly. This works well for the majority of customers; however, some need to use prompts without going through the Amazon Connect admin user interface for various reasons. For […]

Customers often have repeatable logic that is needed throughout the customer journey in contact center experiences. We’re going to take a look at how to simplify contact flow management by leveraging modules in Amazon Connect. The ability to build contact flow logic once, and reference it from other contact flows has been a customer request […]

Long wait times in contact center queues are a key driver for customer frustration. They also increase costs to companies. Typically, the workforce management (WFM) teams forecast and adjust staffing to minimize the time a customer waits in queue before they can speak to a contact center agent. However, resource management is an optimization between […]

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 […]

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 […]

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 […]

When someone moves, they spend time notifying their service account providers (electric, water, insurance, etc.) to update their address information. This post explains how to create an Amazon Lex bot in an Amazon Connect contact flow to automate the address update process. After you create the bot, you use AWS Lambda to confirm the new […]