AWS Contact Center

Tag: automation

Programmatically manage phone numbers using APIs in Amazon Connect

Several businesses require dynamic management of their contact center’s Toll free or Direct inward dial (DID)  phone numbers. This need may arise because of use cases such as rapid publishing of marketing hotline numbers, or releasing a new line of sales product or even to set up a brand new area of support. Additionally, associating […]

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Building unified customer profiles with Amazon Connect

While on a call, contact center agents often switch between multiple applications to search for the information they need to solve customer issues. This can mean toggling between up to 10 different applications, from their custom agent application to Customer Relationship Management (CRM). To address this problem, some companies invest in complex integrations that stitch […]

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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 […]

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Automate employee support lines with Amazon Connect

When a crisis like COVID-19 occurs, companies are unsure how it will impact their employees, customers, and community. During unprecedented times, many companies prioritize the health of their employees while keeping their business running. Maintaining this balance is difficult, especially when doing so manually is cumbersome. In response, companies have experimented with automated contact center […]

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