Tag: CCaaS

Introduction Contact center agents assist customers with topics that involve complex workflows. Within the Amazon Connect agent workspace, step-by-step guides support agents with clear instructions on how to handle a particular use case. Step-by-step guides are agent facing workflows that can branch based on decisions and send & receive data from external systems. Guides increase […]

The ability to share attachments between customers and agents during a chat interaction offers significant benefits to enhance the overall customer experience. By allowing customers to share files such as documents, images, or screenshots during a chat session, it facilitates clearer communication and provides a more comprehensive understanding of the customer’s issue. This can lead […]

In today’s fast-paced business landscape, delivering exceptional customer experiences is paramount. Customers expect seamless, personalized support across every touch point, and businesses are constantly seeking new ways to meet these evolving demands. As an artificial intelligence (AI)-powered cloud contact center solution, Amazon Connect is helping organizations across industries leverage the latest advancements in technology to […]

The quote, “Not everything that matters can be measured, and not everything that can be measured matters,” highlights the challenge of selecting appropriate metrics and reports to gauge your success. This is especially true for contact centers. Success in contact centers requires analyzing standard metrics like average hold time (AHT) or abandonment rate and customizing […]

The customer experience landscape is rapidly evolving, driven by rising expectations and technological innovations like generative artificial intelligence (AI). At Amazon Web Services (AWS), we are committed to empowering businesses to deliver exceptional customer service and experiences. This year, we are thrilled to be a sponsor of Customer Contact Week 2024, one of the most […]

A solid knowledge base has always been a crucial piece in effectively aiding agents in the contact center. Now with generative AI, well-structured, straightforward, and up-to-date knowledge bases are key to support generative AI assistants like Q in Connect in easily and effectively synthesizing your content. In this blog post, you will learn about Amazon Q in Connect, how it works, and how to optimize your knowledge base to maximize impact using our generative AI capabilities.

In the context of a transfer call scenario from a contact center, the company’s provisioned phone number is typically the outbound caller ID. However, certain scenarios require preserving the original caller ID throughout the transfer process, allowing the receiving party to identify the initial caller. Amazon Connect provides flexible outbound calling capabilities through queues. The […]

The decision by a business to transform their contact center platform should not be made solely through a technical improvement lens, but also through a people lens. Amazon Connect is an industry-leading solution for any business that wants to transform their contact center operations. Gartner, an American technological research and consulting firm, has published the […]

Introduction Contact center managers are frequently challenged with accurately identifying coaching needs for agents in order to improve agent-customer interactions. In order to address this issue, Amazon Connect provides set of a set of performance evaluation capabilities that allow automating both form creation and evaluation processes to further reduce manual processes required in evaluating agents. […]

AWS re:Invent 2023 showcased some of the most promising innovations and concepts for a future that will be shaped by generative AI. AWS services continue to be central to that future, and they are evolving to support it. At re:Invent 2023, we announced new generative AI features communication channels that are directly integrated into Amazon […]