AWS Contact Center

Tag: Connect

AWS re:Invent recap

AWS re:Invent recap: New Amazon Connect innovations shape the future of customer experience

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 […]

CSC Generation transforms customer support with Amazon Connect

CSC Generation transforms customer support with Amazon Connect

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 […]

Your guide to customer experience with Amazon Connect at re:Invent 2023

AWS re:Invent 2023 is approaching quickly, and Amazon Connect is gearing up to welcome attendees from around the globe in Las Vegas November 27 – December 1. This year, attendees can check out an exciting array of presentations, hands-on learning experiences, and more, curated by the Amazon Connect team. With so much buzz around generative […]

Event based outbound campaigns with Amazon Connect

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 […]

Manage prompts programmatically with Amazon Connect

Introduction Contact centers use prompts to interact with customers, to obtain information from customers and to provide updates to customers. Prompts are recorded audio files played in call flows. Contact center administrators need to react quickly to the business needs by adding new prompts or changing existing prompts. Tracking and managing large numbers of prompts […]

Just Energy powers up their contact center innovation with Amazon Connect

Introduction In this blog post, Just Energy will share why they moved to a cloud-based contact center with Amazon Connect and how the change helped them overcome challenges they faced with their legacy contact center platform. Just Energy is a leading North American distributor of electricity and natural gas. With over 20 years of experience, […]

Managing Agent Quality using Amazon Connect Contact Lens and Evaluation Capabilities

Introduction Organizations often struggle to gain a complete view of their agents’ performance. This is due to the large volume of interactions and the various channels through which they communicate with customers. Additionally, filtering relevant data points for performance analysis can be a difficult task. Fortunately, Contact Lens for Amazon Connect offers agent performance evaluation […]

Investigate Amazon Connect API activity across your organization using AWS CloudTrail and Amazon Athena

Following AWS’s best practices on multi-account strategy, customers launch and maintain their Amazon Connect instances across multiple accounts and Regions depending upon their products, groups, departments, etc. This allows individual business owners, developers, engineers etc. to make changes to their own independent Amazon Connect environments. In such a scenario, customers need a central mechanism to […]

Analyze customer satisfaction scores with post-contact surveys using Amazon Connect Tasks

Customer satisfaction (CSAT) is one of the top metrics used to measure the customer’s perceptions after an interaction in your contact center. CSAT post-call surveys are important as a diagnostic tool to fine-tune the experience and service delivered in a contact center. They not only assess perceptions of experiences, but also help an organization understand […]

Exploring use cases for Amazon Connect step-by-step guides

Contact centers aim to provide consistent, high quality customer experiences. However, this requires agents to be aware of the relevant customer information and business rules in order to deliver the best service. Traditionally, agents used multiple applications to handle customer interactions. Amazon Connect agent workspace is a unified experience for contact center agents to access […]