AWS Contact Center

Tag: center

Amazon Connect adds new capabilities to improve contact center productivity and customer experiences

Amazon Connect Cases now in preview, Amazon Connect outbound campaigns & Amazon Lex Automated Chatbot Designer in general availability Amazon Connect Cases (Available in preview) Amazon Connect Cases is a new case management feature built into Amazon Connect that makes it easy for contact center agents to track, collaborate on, and resolve customer cases quickly. […]

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Analyze Amazon Connect Chatbot performance using Contact Trace Record, Amazon Lex logs, Amazon Athena and Amazon QuickSight – Part 4

Note: This is the fourth 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 ability to generate chatbot performance reports for their digital customer experience offering. […]

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Programmatically search for users using an API in Amazon Connect

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 […]

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Three signature Amazon Connect moments from 2021

At the outset of 2021, businesses and customers looked forward to returning to ‘normal’ business operations and customer interactions. For contact center leaders, anticipating and responding to ever-changing customer needs remains a top business priority. Along with continuous change, continuous innovation has also become the norm – thanks in a big way to cloud-driven digital […]

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Amazon Connect is changing expectations with customer relationships

Contact centers are commonly seen as cost centers—and have evolved over the last few years into multichannel customer service platforms that also drive service and sales. Organizations try to optimize the costs of running contact centers down to fractions of percentage points. The largest expense is usually human cost, a blend of employee salaries and […]

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Chat for Modern CX Leaders: Make Chat a Part of Your Omni-Channel Activities to Maximize ROI

Did you know that chat adoption in customer experience (CX) programs grew by 209% between 2012 and 2020? Aberdeen’s January 2012 CX study shows that only 33% of firms were using chat in their CX programs as of 2012. According to Aberdeen’s 2020 CX survey, that has increased to 69% of all organizations — more […]

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How contact centers grow customer trust

Customer trust depends on the ability to consistently prove to your customers that they can rely on your brand, products, and people. Every engagement with your customers is a chance to build or break trust. That journey is a bumpy road. So, how do you build customer trust and ensure that it withstands time? After […]

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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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Deliver personalized customer experience using Amazon Connect Customer Profiles

In a scenario when customers contact a business, understanding their journey before they reach the contact center can immensely help in delivering a personalized self-service and agent experience. Data such as their past hold times, customer sentiment or recent business transactions can go a long way in providing effective customer resolution and improving customer satisfaction […]

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Real-time customer insights using machine learning with Contact Lens for Amazon Connect

Contact Lens for Amazon Connect provides a set of machine learning (ML) capabilities integrated into Amazon Connect. These capabilities enable businesses to analyze call recordings for customer sentiment, trends, and compliance of conversations. Contact center supervisors want real-time insights into customer experience issues while calls are in progress to provide proactive assistance to their agents. Historically, […]

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