Tag: CCaaS

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 […]

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 […]

Generative artificial intelligence (AI) is an area of interest for many businesses. Gartner estimates that by 2024, 40% of enterprise applications will have embedded conversational AI. In 2020, this number was less than 5%. At Amazon Web Services (AWS), our customers are often asking about how they can use generative AI across various business segments. […]

Identity management is a framework of policies and technologies to ensure that the right users have the appropriate access to technology resources. Identity management for an Amazon Connect instance can be configured in one of the three ways: By storing users in Amazon Connect By linking to an existing directory By using SAML 2.0-based authentication […]

The widespread interest in generative artificial intelligence (AI) has created a renewed focus on the power of AI to solve for business challenges, especially for customer service. Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. According to McKinsey, customer experience (CX) is […]

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2023 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Leader for the first time since Amazon Connect, our flexible, AI-powered cloud contact center, was launched in 2017. We believe this […]

Organizations use contact centers to answer inbound calls and initiate outbound communication to their customers. Use cases for outbound communications include appointment reminders, telemarketing, subscription renewals, billing reminders, and follow-up calls. Customer preferences determine the communication channel (voice, messaging, or email) used in outbound campaigns. Contact center managers often use different applications for each channel […]